Pavago
Staffing and Recruiting
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at Pavago. Skills: Customer Success, Account Management, SaaS, Renewals, Growth. Lead customer onboarding. Lead implementation processes”
What You'll Achieve.
Achieve measurable value; Support long-term account growth; Support long-term account retention; Achieve time-to-value quickly; Achieve ROI; Achieve business value; Ensure customers achieve value; Ensure customers remain engaged; Ensure customers renew successfully; Ensure customers continue growing; Net Revenue Retention; Customer renewal rate; Expansion revenue growth; Upsell revenue growth; Customer health score improvement; Product adoption metrics; Product engagement metrics; NPS performance; CSAT performance; Reduced churn; Improved retention; Revenue retention; Revenue growth
Industry & Context.
Issue resolution; Escalation management
What They're Looking For.
Must Have
2-3+ years customer success, 2-3+ years account management, 2-3+ years client-facing SaaS, 2-3+ years customer-facing service, Manage customer relationships, Drive renewals, Support customer growth, Support customer retention, Experience using Salesforce, Experience using HubSpot, Experience using CRM platforms, Experience with Gainsight, Experience with ChurnZero, Experience with Totango, Presentation skills, Communication skills, Leading Quarterly Business Reviews, Leading customer training sessions, Leading strategic account discussions, Account management skills, Organizational skills
Nice to Have
3-5 years Customer Success, 3-5 years Account Management, SaaS background, B2B technology background, Professional services background, Familiarity with NPS, Familiarity with CSAT, Familiarity with health scoring, Creating customer success playbooks, Creating onboarding materials, Creating client presentations, Creating case studies
What You'll Do.
Lead customer onboarding
Lead implementation processes
Define onboarding objectives
Define adoption milestones
Conduct onboarding sessions
Conduct product training
Conduct customer education
Monitor product usage
Address adoption gaps
Drive product utilization
Manage customer accounts
Serve as primary contact
Build trusted relationships
Conduct customer check-ins
Conduct strategic account reviews
Conduct customer success meetings
Conduct Quarterly Business Reviews
Maintain account visibility
Maintain account engagement
Monitor customer health
Identify low adoption trends
Identify expansion opportunities
Execute retention strategies
Ensure customers achieve ROI
Ensure customers achieve value
Develop customer success plans
Maintain customer success plans
Coordinate customer issues
Coordinate internal escalations
Partner with support teams
Partner with product teams
Partner with technical stakeholders
Resolve customer concerns
Communicate concerns clearly
Maintain customer trust
Own upsell opportunities
Own cross-sell initiatives
Own account expansion efforts
Collaborate with sales teams
Manage renewal timelines
Manage expansion pipelines
Manage customer growth plans
Prepare renewal recommendations
Prepare account reviews
Support revenue retention
Support revenue growth
Track customer health scores
Track product usage metrics
Track retention performance
Track expansion opportunities
Gather customer feedback
Advocate internally for customers
Contribute to process improvements
Contribute to customer experience improvements
Contribute to product adoption improvements
Contribute to retention program improvements
Review customer health dashboards
Review account activity
Monitor renewal timelines
Monitor at-risk accounts
Monitor expansion opportunities
Lead strategic account reviews
Coordinate with sales teams
Coordinate with support teams
Coordinate with product teams
Update customer success plans
Prepare growth opportunities
How You'll Work.
Team & Collaboration
Sales teams; Support teams; Product teams; Leadership stakeholders; Technical stakeholders
Communication Scope
Presentation; Communication; Executive presentations
Full Job Description
### **Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **About the Role** At Pavago, one of our clients is hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue across a portfolio of accounts. This is not a support-only role. You will: * Manage client relationships * Drive onboarding and product adoption * Identify churn risks early * Own renewals and expansion opportunities * Improve customer health and retention You’ll work closely with: * Sales teams * Support teams * Product teams * Leadership stakeholders to ensure customers achieve measurable value while supporting long-term account growth and retention. If you think in terms of customer outcomes, retention, expansion, and strategic relationship management, this role is a strong fit. ### **What You’ll Own** ### **Customer Onboarding & Product Adoption** * Lead customer onboarding and implementation processes * Define onboarding objectives, success criteria, and adoption milestones * Conduct onboarding sessions, product training, and customer education * Ensure customers achieve time-to-value quickly and effectively * Monitor product usage and proactively address adoption gaps * Drive engagement and long-term product utilization ### **Account & Relationship Management** * Manage a portfolio of 20–40 customer accounts * Serve as the primary point of contact for assigned customers * Build trusted relationships with: * Stakeholders * Decision-makers * Executive contacts * Conduct: * Customer check-ins * Strategic account reviews * Customer success meetings * Quarterly Business Reviews (QBRs) * Maintain strong account visibility and engagement ### **Customer Retention & Success** * Monitor customer health using tools such as: * Gainsight * ChurnZero * Totango * Similar custome
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