Customer Success Manager

PA Customer Success Manager
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Pavago is an offshore recruitment company that helps businesses build remote teams by connecting them with top talent from around the globe. It provides an all-in-one service that includes talent acquisition, hiring, onboarding, payroll management, and compliance assurance.
Pavago
Employee count: 11-50
United States only

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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 revenue (retention + expansion), not just support
- You’re a strong communicator with executive presence
- You balance:
- Client advocacy
- Business outcomes

- You’re proactive — not reactive
- You can manage multiple accounts without dropping the ball

Must-Have Requirements
- 2–3+ years in:
- Customer Success
- Account Management
- Client-facing roles

- Experience with:
- Salesforce or HubSpot
- CS platforms (e.g., Gainsight, ChurnZero, Totango)

- Strong presentation skills (QBRs, demos, client reviews)
- Proven ability to:
- Manage accounts
- Drive renewals

Nice to Have
- 3–5 years CSM/AM experience with revenue targets
- SaaS, B2B tech, or professional services background
- Familiarity with:
- NPS / CSAT
- Customer health scoring

- Experience creating:
- Playbooks
- Client decks
- Case studies

What a Typical Day Looks Like
- Review dashboards for:
- At-risk accounts
- Growth opportunities

- Conduct client calls (onboarding, check-ins, QBRs)
- Coordinate internally with:
- Support
- Product
- Sales

- Track renewals and expansion opportunities
- Update CRM and health scores
- Prepare insights and recommendations

In short:
You ensure customers see value, stay, and grow.
Key Metrics (KPIs)
- Net Revenue Retention (NRR) ≥ 100%
- Renewal rate ≥ 90–95%
- Expansion / upsell revenue
- Client health score improvement
- NPS / CSAT performance

Why This Role Stands Out
- Direct ownership of revenue retention + growth
- High-impact role across product, sales, and customer experience
- Strong exposure to client strategy and decision-making
- Opportunity to build long-term client relationships
- Remote flexibility with structured expectations

Interview Process
- Initial Phone Screen
- Video Interview
- Practical Task (QBR / account strategy scenario)
- Client Interview
- Offer & Background Verification

Apply Now
If you’re someone who:
- Builds strong client relationships
- Thinks in retention and expansion
- Drives outcomes, not just activity

This role is a strong fit.

Apply now
Job expired?

Please let Pavago know you found this job on Himalayas. This helps us grow!

Apply now
About the job
Apply before
Nov 15, 2026
Posted on
Sep 16, 2026
Job type
Full Time
Experience level
Manager

Experience

2 years minimum

Location requirements
Suggest an edit

United States

Hiring timezones
Show UTC offsets

United States +/- 0 hours

Job categories
Customer Success Management Account Management SaaS Customer Success Customer Success Manager Revenue Retention Customer Success Account Manager Strategic Customer Success Manager Customer Success Manager EMEA Customer Success and Implementation Manager

Skills
Salesforce HubSpot Gainsight ChurnZero Totango Customer Success Management Account Management Client Onboarding Quarterly Business Review Customer Health NPS CSAT Revenue Retention SaaS CRM Upselling Dashboarding Cross Selling Upselling Cross selling Renewal Management Client Success Customer Success Renewals Customer Relationship Management Onboarding Product Training Relationship Management Adoption Demos QBRs Case Studies Presentation Skills .NET Playbooks

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About Pavago

Learn more about Pavago and their company culture.

View company profile

The story of Pavago begins with a common entrepreneurial frustration. Its founders, Parker Cox and Ahmed Raza Ali, were running their own businesses and, like many others, found themselves grappling with the high costs and often underwhelming results of their digital marketing efforts. Determined to find a more efficient path to growth, they turned their sights to the global talent market. This decision to look offshore proved to be a pivotal moment. Within just three months of making their first offshore hire, they witnessed a remarkable 40% reduction in their Customer Acquisition Cost (CAC). This initial success was just the beginning of a transformative journey.

Encouraged by these results, they continued to build their offshore team, and within six months, they had expanded to seven team members. This strategic move not only drove down their operational labor costs by 22% but also led to significant increases across all their critical Key Performance Indicators (KPIs). As they shared their success story with fellow business owners, they discovered a widespread need for what they had built. A waitlist of entrepreneurs quickly formed, all asking the same question: 'Can you help us scale our team the same way?' This overwhelming demand was the spark that ignited Pavago. The founders realized they had a key to unlock a competitive advantage for small and medium-sized businesses – democratizing access to incredible offshore talent. Today, Pavago stands as a comprehensive, all-in-one service partner for businesses looking to scale efficiently.

They handle the entire process, from talent acquisition and onboarding to payroll management and compliance, allowing entrepreneurs to focus on growth while leveraging a global team of top-tier professionals.

Tech stack

Learn about the tools and technologies that Pavago uses to build, market, and sell its products.

View tech stack

Node.js

Next.js

NestJS

Tailwind CSS

Python

Flask

FastAPI

PostgreSQL

MongoDB

Mailchimp

Braze
8 more

Pavago employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Pavago.

View benefits
Retirement savings plan

Offers a retirement savings plan with a company match.

Company events

Company-sponsored events and team-building activities.

Flexible work hours

Offers flexible work hours to accommodate different schedules.

Remote work opportunities

The company is fully remote, allowing employees to work from anywhere.

View Pavago 's employee benefits

Apply now
Job expired?

Please let Pavago know you found this job on Himalayas. This helps us grow!
Apply now

About the job
Apply before
Nov 15, 2026
Posted on
Sep 16, 2026
Job type
Full Time
Experience level
Manager

Experience

2 years minimum

Location requirements
Suggest an edit

United States

Hiring timezones
Show UTC offsets

United States +/- 0 hours

Job categories
Customer Success Management Account Management SaaS Customer Success Customer Success Manager Revenue Retention Customer Success Account Manager Strategic Customer Success Manager Customer Success Manager EMEA Customer Success and Implementation Manager

Skills
Salesforce HubSpot Gainsight ChurnZero Totango Customer Success Management Account Management Client Onboarding Quarterly Business Review Customer Health NPS CSAT Revenue Retention SaaS CRM Upselling Dashboarding Cross Selling Upselling Cross selling Renewal Management Client Success Customer Success Renewals Customer Relationship Management Onboarding Product Training Relationship Management Adoption Demos QBRs Case Studies Presentation Skills .NET Playbooks

Browse similar jobs
Remote Manager Customer-Success-Management Jobs Remote Full Time Customer-Success-Management Jobs Remote Manager Customer-Success-Management Jobs in United States Remote Full Time Jobs in United States Remote Customer-Success-Management Jobs in United States

Claim this profile PA Pavago

Company size

11-50 employees

Founded in

2022

Chief executive officer

Parker Cox, Ahmed Raza Ali

Markets
BPO Outsourcing Remote Workforce Solutions Talent Acquisition Human Resources Payroll Management Workforce Management Global Workforce Solutions

Employees live in
United States

View company profile

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