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Customer Success Manager at Pavago. Location Information: Remote US. . Overview. . . . . . . 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. . . . . . . . . . . . Apply for job. . .