Job description
Job Title: Customer Success Manager
Position Type: Full-Time, Remote
Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations)
About the Role:
Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships.
Responsibilities:
Onboarding & Adoption:
- Lead client onboarding sessions and establish success criteria.
- Configure accounts, deliver product training, and ensure smooth implementation.
- Track early adoption metrics to identify gaps.
Relationship Management:
- Manage a portfolio of 20–40 active accounts, depending on client size.
- Serve as the primary point of contact for client stakeholders.
- Conduct regular check-ins and strategic reviews.
Proactive Engagement:
- Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards.
- Identify at-risk accounts early and execute playbooks to re-engage them.
- Deliver quarterly business reviews (QBRs) to align on goals and ROI.
Support & Escalation:
- Triage support issues and escalate to technical teams as needed.
- Track resolution and ensure client satisfaction post-issue.
Growth & Retention:
- Identify upsell/cross-sell opportunities based on client needs.
- Collaborate with sales teams to expand accounts while maintaining renewals.
- Track renewal pipeline and prepare contracts for review.
Reporting & Feedback:
- Prepare reports on client health, usage, and renewal status.
- Capture client feedback and relay to product/engineering teams for improvements.
What Makes You a Perfect Fit:
- Excellent communicator with executive presence and consultative skills.
- Empathetic listener who balances client needs with business objectives.
- Organized multitasker who thrives managing multiple accounts.
- Comfortable owning revenue responsibility through retention and expansion.
Required Experience & Skills (Minimum):
- 2–3 years in customer success, account management, or client-facing roles.
- Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango).
- Strong presentation skills for client-facing reviews and demos.
- Proven ability to manage client relationships and drive renewals.
Ideal Experience & Skills:
- 3–5 years CSM/AM experience with revenue targets.
- Industry background in SaaS, professional services, or B2B technology.
- Familiarity with NPS, CSAT, and customer health scoring.
- Experience creating client-facing collateral (playbooks, decks, case studies).
What Does a Typical Day Look Like?
A CSM’s day revolves around driving client value and ensuring account health. You will:
- Start by reviewing dashboards to identify at-risk accounts or upsell opportunities.
- Hold client calls, ranging from onboarding sessions to strategic QBRs.
- Coordinate internally with support, product, and sales to resolve issues or align strategies.
- Prepare renewal forecasts and track contract timelines.
- Document client interactions in CRM and update health scores.
- End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients.
In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial.
Key Metrics for Success (KPIs):
- Net Revenue Retention (NRR) ≥ 100%.
- Renewal rate ≥ 90–95%.
- Expansion/upsell targets achieved.
- Client health scores consistently maintained/improved.
- Positive client satisfaction scores (NPS, CSAT).
Interview Process:
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (e.g., roleplay a QBR or prepare an account health plan)
- Client Interview with Sales/CS Leadership
- Offer & Background Verification
