Job Description
Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role
At Pavago, one of our clients is hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue across a portfolio of accounts.
This is not a support-only role.
You will:
- Manage client relationships
- Drive onboarding and product adoption
- Identify churn risks early
- Own renewals and expansion opportunities
- Improve customer health and retention
You’ll work closely with:
- Sales teams
- Support teams
- Product teams
- Leadership stakeholders
to ensure customers achieve measurable value while supporting long-term account growth and retention.
If you think in terms of customer outcomes, retention, expansion, and strategic relationship management, this role is a strong fit.
What You’ll Own
Customer Onboarding & Product Adoption
- Lead customer onboarding and implementation processes
- Define onboarding objectives, success criteria, and adoption milestones
- Conduct onboarding sessions, product training, and customer education
- Ensure customers achieve time-to-value quickly and effectively
- Monitor product usage and proactively address adoption gaps
- Drive engagement and long-term product utilization
Account & Relationship Management
Manage a portfolio of 20–40 customer accounts
Serve as the primary point of contact for assigned customers
Build trusted relationships with:
- Stakeholders
- Decision-makers
- Executive contacts
Conduct:
- Customer check-ins
- Strategic account reviews
- Customer success meetings
- Quarterly Business Reviews (QBRs)
Maintain strong account visibility and engagement
Customer Retention & Success
Monitor customer health using tools such as:
- Gainsight
- ChurnZero
- Totango
- Similar customer success platforms
Identify:
- Churn risks
- Low adoption trends
- Expansion opportunities
Execute customer success initiatives and retention strategies
Ensure customers consistently achieve ROI and business value
Develop and maintain customer success plans
Support Coordination & Escalation Management
Coordinate customer issues and internal escalations
Partner closely with:
- Support teams
- Product teams
- Technical stakeholders
Ensure customer concerns are resolved efficiently and communicated clearly
Maintain customer trust during issue resolution and change management
Renewals, Expansion & Revenue Growth
Own:
- Renewals
- Upsell opportunities
- Cross-sell initiatives
- Account expansion efforts
Collaborate with sales teams on growth strategies
Manage:
- Renewal timelines
- Expansion pipelines
- Customer growth plans
Prepare renewal recommendations and account reviews
Support revenue retention and growth objectives
Reporting & Customer Insights
Track and report on:
- Customer health scores
- Product usage metrics
- Retention performance
- Renewal status
- Expansion opportunities
Gather customer feedback and advocate internally on behalf of customers
Contribute to improvements across:
- Onboarding processes
- Customer experience
- Product adoption strategies
- Retention programs
Required Experience & Skills
Experience
2–3+ years of experience in:
- Customer Success
- Account Management
- Client-facing SaaS roles
- Customer-facing service environments
Proven experience:
- Managing customer relationships
- Driving renewals
- Supporting customer growth and retention
Technical & Operational Skills
Experience using:
- Salesforce
- HubSpot
- Similar CRM platforms
Experience with customer success tools such as:
- Gainsight
- ChurnZero
- Totango
Strong presentation and communication skills
Comfortable leading:
- Quarterly Business Reviews (QBRs)
- Customer training sessions
- Strategic account discussions
Strong account management and organizational skills
Preferred Qualifications
3–5 years of Customer Success or Account Management experience
SaaS, B2B technology, or professional services background
Familiarity with:
- NPS
- CSAT
- Customer health scoring frameworks
Experience creating:
- Customer success playbooks
- Onboarding materials
- Client presentations
- Case studies
What Makes You a Strong Fit
You think in terms of:
- Customer outcomes
- Retention
- Expansion
- Long-term value creation
You balance customer advocacy with business objectives
You have strong executive presence and communication skills
You are highly proactive, organized, and accountable
You can manage multiple accounts while maintaining exceptional customer experiences
You take ownership of customer success outcomes
What a Typical Day Looks Like
Review customer health dashboards and account activity
Monitor:
- Renewal timelines
- At-risk accounts
- Expansion opportunities
Conduct onboarding sessions and customer success meetings
Lead QBRs and strategic account reviews
Coordinate with sales, support, and product teams
Update CRM records and customer success plans
Prepare recommendations and growth opportunities for customers
In short: You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business.
Key Metrics for Success (KPIs)
- Net Revenue Retention (NRR)
- Customer renewal rate
- Expansion and upsell revenue growth
- Customer health score improvement
- Product adoption and engagement metrics
- NPS and CSAT performance
- Reduced churn and improved retention
Why This Role Stands Out
Direct ownership of customer retention, renewals, and growth
Strong visibility across customer success, product, sales, and support functions
Opportunity to build long-term strategic customer relationships
High-impact role tied directly to revenue retention and growth
Remote flexibility with clear ownership and accountability
Career growth opportunities into:
- Senior Customer Success Manager
- Strategic Account Manager
- Customer Success Leadership
- Revenue Operations
Interview Process
- Initial Phone Screen
- Video Interview
- Practical Task (QBR or Account Strategy Scenario)
- Client Interview
- Offer & Background Verification
Apply Now
If you:
- Enjoy building strong customer relationships
- Think in retention, adoption, and expansion
- Proactively solve customer challenges
- Drive outcomes instead of simply managing activity
this role is a strong fit for you.
