Customer Success Manager
Customer Success Manager (SaaS, Account Management, Renewals & Retention) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago , one of our clients is hiring a Customer Success Manager (CSM) / Account Manager to own customer relationships, increase product adoption, drive renewals, and grow existing accounts.
This is not a support-only role .
You’ll own the customer lifecycle across:
- Client onboarding
- Product adoption
- Account management
- Customer retention
- Renewals
- Upsells and expansion
- Customer health and engagement
You’ll manage a portfolio of accounts while working closely with Sales, Product, Support, and leadership to ensure customers achieve measurable value and remain long-term partners.
If you’re proactive, relationship-driven, and understand how customer outcomes connect to retention and recurring revenue , this role is a strong fit.
What You’ll Own
Customer Onboarding & Product Adoption
- Lead onboarding and implementation for new customers
- Establish customer goals, success plans, and adoption milestones
- Deliver product training, onboarding walkthroughs, and ongoing guidance
- Drive faster time-to-value
- Monitor early product usage and address adoption gaps proactively
- Ensure customers understand how to get measurable value from the product
Account & Relationship Management
- Manage a portfolio of approximately 20–40 customer accounts
- Serve as the primary relationship owner for assigned clients
- Build relationships with executives, key stakeholders, and end users
- Conduct:
- Regular client check-ins
- Strategy calls
- Account reviews
- Quarterly Business Reviews (QBRs)
- Maintain consistent engagement and visibility across the customer portfolio
Retention & Customer Health
- Monitor customer health, usage, and engagement
- Identify:
- Churn risks
- Low adoption
- Engagement gaps
- At-risk accounts
- Use Customer Success platforms such as:
- Gainsight
- ChurnZero
- Totango
- Execute proactive retention and re-engagement strategies
- Connect product usage and customer outcomes to measurable ROI
Renewals, Upsells & Account Growth
- Own renewal timelines and maintain an accurate renewal pipeline
- Drive customers toward successful contract renewals
- Identify opportunities for:
- Upselling
- Cross-selling
- Account expansion
- Partner with Sales on strategic growth opportunities
- Support renewal documentation and contract execution
- Contribute directly to strong Net Revenue Retention (NRR)
Support & Escalation Management
- Coordinate customer issues across internal teams
- Partner with:
- Technical Support
- Product
- Sales
- Engineering or technical stakeholders
- Ensure escalations are handled efficiently
- Keep customers informed throughout the resolution process
- Advocate for customer needs while maintaining business priorities
Reporting & Customer Insights
- Track:
- Customer health scores
- Product usage
- Renewal forecasts
- Retention
- Expansion opportunities
- Maintain accurate customer and account information in the CRM
- Capture customer feedback and communicate insights internally
- Help improve:
- Onboarding
- Product experience
- Customer journey
- Retention playbooks
- Adoption strategies
Required Experience & Skills
-
2–3+ years of experience in:
- Customer Success
- Account Management
- Client Success
- Relationship Management
- Proven experience managing a portfolio of customer accounts
- Experience with:
- Client onboarding
- QBRs
- Account reviews
- Renewals
- Customer retention
- Hands-on experience with:
- Salesforce
- HubSpot
- Similar CRM platforms
- Familiarity with Customer Success platforms or customer health tracking
- Strong ability to identify and manage at-risk accounts
- Excellent written and verbal English communication
- Strong presentation and stakeholder-management skills
- Hi