Customer Success Manager

Customer Success Manager (SaaS / B2B Accounts) – Remote

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) to manage a portfolio of SaaS and B2B customer accounts.

In this role, you’ll build strong client relationships, drive customer adoption, improve retention, and identify opportunities for account growth. You’ll serve as a trusted advisor, helping customers maximize the value of the platform while partnering with internal teams to deliver an outstanding customer experience.

What You’ll Do

Client Onboarding & Adoption

• Lead onboarding sessions and product training.
• Help clients successfully implement and adopt the platform.
• Track onboarding progress and identify adoption gaps early.

Relationship Management

• Manage a portfolio of active client accounts.
• Serve as the primary point of contact for customer stakeholders.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs).

Customer Health & Retention

• Monitor customer health using tools such as:
• Gainsight
• ChurnZero
• Totango
• CRM dashboards
• Identify at-risk accounts and proactively drive re-engagement.
• Support strong renewals and long-term customer retention.

Upsells & Account Growth

• Identify upsell and cross-sell opportunities.
• Partner with the Sales team to grow existing accounts.
• Support renewal conversations and contract reviews.

Cross-Functional Collaboration

• Work closely with Support, Product, and Sales teams.
• Escalate customer issues and ensure timely resolution.
• Share customer feedback to improve products and customer experience.

Required Experience & Skills

• 2+ years of experience in:
• Customer Success
• Client Success
• Account Management
• SaaS Support or Relationship Management
• Strong communication and presentation skills.
• Experience using:
• Salesforce
• HubSpot
• Gainsight
• ChurnZero
• Totango
• Ability to manage multiple client accounts simultaneously.
• Strong problem-solving and relationship-building skills.

Nice to Have

• SaaS or B2B technology experience.
• Experience managing renewals or revenue targets.
• Familiarity with:
• NPS
• CSAT
• Customer health scoring
• Experience creating QBRs, client presentations, or customer playbooks.

What a Typical Day Looks Like

• Review customer health dashboards and identify at-risk accounts.
• Lead onboarding sessions and Quarterly Business Reviews.
• Coordinate with Product, Support, and Sales teams.
• Prepare renewal forecasts and account plans.
• Update CRM records and customer health metrics.

In short: You’ll help customers succeed, renew, and grow while building long-term relationships that drive business success.

Interview Process

1. Application Review
2. Spark Hire Intro Video (3–5 minutes)
3. Recruiter Interview
4. Practical Assessment (QBR or Account Strategy Exercise)
5. Client Interview
6. Offer & Onboarding

What Happens After You Apply

After submitting your application, you’ll receive an email invitation from Spark Hire to record a short 3–5 minute Intro Video. This is the first step in our hiring process and can be completed whenever it’s convenient for you.

Instead of multiple screening calls, you’ll have one opportunity to introduce yourself, highlight your experience managing customer relationships, driving renewals, and supporting account growth. You’ll also have the chance to demonstrate your communication style and customer success approach before moving forward in the interview process.

You can record your video as many times as you’d like before submitting it—only your final version will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after applying.

Apply Now

If you enjoy building client relationships, solving problems proactively, and helping customers achieve long-term success, we’d love to hear from you. Apply today and join a team focused on customer retention, growth, and exceptional service.