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