Pavago
SaaS
CustomerSuccessManager
“Customer Success Manager at Pavago. Skills: Customer Success, Account Management, Renewals, Revenue Growth. Own customer relationships. Drive product adoption”
What You'll Achieve.
Ensure customers see measurable value; Ensure customers remain long-term partners; Ensure customers see value; Ensure customers stay engaged; Ensure customers renew successfully; Ensure customers grow over time; Net Revenue Retention (NRR) ≥ 100%; Renewal rate ≥ 90–95%; Expansion and upsell revenue growth; Customer health score improvement; Product adoption and engagement metrics; NPS / CSAT performance; Churn reduction; Account retention
Industry & Context.
U.S. Business Hours
What They're Looking For.
Must Have
2–3+ years of experience in Customer Success, Account Management, Client Success, or Relationship Management, Experience with Salesforce, HubSpot, CRM platforms, or Customer Success tools, Experience conducting QBRs, onboarding calls, account reviews, or client presentations, Proven ability to manage client accounts, drive renewals, and reduce churn, Excellent written and verbal English communication skills, Organizational and multitasking abilities, Comfortable working independently in a remote environment
Nice to Have
3–5+ years of Customer Success or Account Management experience, SaaS, B2B technology, or professional services background, Familiarity with NPS, CSAT, customer health scoring, or retention analytics, Experience creating customer playbooks, client presentations, or case studies, Revenue ownership or quota-carrying experience
What You'll Do.
Own customer relationships
Drive product adoption
Protect recurring revenue
Grow recurring revenue
Lead onboarding processes
Define customer success goals
Define adoption milestones
Deliver training sessions
Deliver onboarding walkthroughs
Deliver product guidance
Ensure smooth implementation
Monitor early adoption
Manage client accounts
Serve as primary contact
Build relationships with executives
Build relationships with stakeholders
Build relationships with end users
Conduct recurring check-ins
Conduct strategy calls
Conduct Quarterly Business Reviews (QBRs)
Maintain account health
Monitor account health
Identify adoption risks
Identify churn indicators
Identify engagement gaps
Execute re-engagement playbooks
Execute retention playbooks
Align customer outcomes
Coordinate client issues
Partner with support teams
Partner with technical teams
Partner with product stakeholders
Resolve issues efficiently
Ensure clients remain informed
Advocate for customer needs
Manage renewal timelines
Identify upsell opportunities
Identify cross-sell opportunities
Identify account expansion opportunities
Collaborate with sales teams
Prepare renewal documentation
Ensure smooth contract execution
Drive Net Revenue Retention (NRR) performance
Track customer health scores
Track renewal forecasts
Track retention performance
Capture customer feedback
Communicate insights internally
Improve product experience
Improve customer journey
Improve retention strategies
How You'll Work.
Team & Collaboration
Partnering closely with sales, product, support, and leadership; Partner with support teams, technical teams, and product stakeholders to resolve issues; Collaborate with sales teams on account growth initiatives; Coordinate internally with product, support, and sales
Communication Scope
Excellent written and verbal English communication skills; Communicate with confidence; Executive presence
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