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.
