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, Revenue Retention, Revenue Expansion. Lead onboarding. Define success criteria”
What You'll Achieve.
Net Revenue Retention >= 100%; Renewal rate >= 90-95%; Expansion revenue; Upsell revenue; Client health score improvement; NPS performance; CSAT performance; Ensure customers see value; Ensure customers stay; Ensure customers grow
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
2-3+ years Customer Success, 2-3+ years Account Management, 2-3+ years Client-facing roles, Experience with Salesforce or HubSpot, Experience with CS platforms, Presentation skills, Manage accounts, Drive renewals
Nice to Have
3-5 years CSM/AM experience, Revenue targets, SaaS background, B2B tech background, Professional services background, NPS / CSAT familiarity, Customer health scoring familiarity, Experience creating Playbooks, Experience creating Client decks, Experience creating Case studies
What You'll Do.
Define success criteria
Ensure smooth implementation
Manage client accounts
Act as primary point of contact
Build relationships with stakeholders
Conduct regular check-ins
Conduct strategic calls
Identify at-risk accounts
Execute re-engagement playbooks
Deliver Quarterly Business Reviews
Escalate issues internally
Work with product teams for resolution
Work with technical teams for resolution
Ensure issues are fully resolved
Ensure clients are satisfied
Identify upsell opportunities
Identify cross-sell opportunities
Collaborate with sales teams on expansion
Manage renewal timelines
Ensure smooth renewals
Capture client feedback
Share client feedback with product teams
Improve customer experience
How You'll Work.
Team & Collaboration
Coordinate with Support; Coordinate with Product; Coordinate with Sales; Collaborate with sales teams
Communication Scope
Executive presentations; Client reviews; Demos
Full Job Description
### **Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. client business hours ### **About the Role** We’re hiring a **Customer Success Manager (CSM) / Account Manager** to own **client relationships, drive product adoption, and protect + grow revenue**. This is **not a support-only role**. You will: * Manage a portfolio of accounts * Drive onboarding and adoption * Identify risks early and prevent churn * Own renewals and expansion opportunities **If you think in terms of retention, expansion, and client value — this role is built for you.** ### **What You’ll Own** ### **1\. Onboarding & Product Adoption** * Lead onboarding and define success criteria * Configure accounts and deliver training * Ensure smooth implementation * Track early adoption and close gaps ### **2\. Account & Relationship Management** * Manage **20–40 client accounts** * Act as the primary point of contact * Build strong relationships with stakeholders * Conduct regular check-ins and strategic calls ### **3\. Proactive Client Engagement** * Monitor usage via: * Gainsight * ChurnZero * Totango * Identify at-risk accounts early * Execute re-engagement playbooks * Deliver **Quarterly Business Reviews (QBRs)** aligned with ROI ### **4\. Support Coordination & Escalation** * Triage client issues and escalate internally * Work with product/technical teams for resolution * Ensure issues are fully resolved and clients are satisfied ### **5\. Revenue Growth & Retention** * Identify **upsell and cross-sell opportunities** * Collaborate with sales teams on expansion * Own renewal pipeline and timelines * Prepare contracts and ensure smooth renewals ### **6\. Reporting & Feedback Loop** * Track and report: * Client health * Usage metrics * Renewal status * Capture client feedback and share with product teams * Improve overall customer experience ### **What Makes You a Strong Fit** * You think in **re
Applying for this Customer Success Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Pavago?
Real rants from real employees. Read before you apply.