[Hiring] Customer Success Manager @Pavago

Role Description

We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue. This is not a support-only role.

• Manage a portfolio of accounts
• Drive onboarding and adoption
• Identify risks early and prevent churn
• Own renewals and expansion opportunities

What You’ll Own

• Onboarding & Product Adoption
  • Lead onboarding and define success criteria
  • Configure accounts and deliver training
  • Ensure smooth implementation
  • Track early adoption and close gaps
• Account & Relationship Management
  • Manage 20–40 client accounts
  • Act as the primary point of contact
  • Build strong relationships with stakeholders
  • Conduct regular check-ins and strategic calls
• Proactive Client Engagement
  • Monitor usage via:
    • Gainsight
    • ChurnZero
    • Totango
  • Identify at-risk accounts early
  • Execute re-engagement playbooks
  • Deliver Quarterly Business Reviews (QBRs) aligned with ROI
• Support Coordination & Escalation
  • Triage client issues and escalate internally
  • Work with product/technical teams for resolution
  • Ensure issues are fully resolved and clients are satisfied
• Revenue Growth & Retention
  • Identify upsell and cross-sell opportunities
  • Collaborate with sales teams on expansion
  • Own renewal pipeline and timelines
  • Prepare contracts and ensure smooth renewals
• Reporting & Feedback Loop
  • Track and report:
    • Client health
    • Usage metrics
    • Renewal status
  • Capture client feedback and share with product teams
  • Improve overall customer experience

Qualifications

• You think in revenue (retention + expansion), not just support
• You’re a strong communicator with executive presence
• You balance:
  • Client advocacy
  • Business outcomes
• You’re proactive — not reactive
• You can manage multiple accounts without dropping the ball

Requirements

• 2–3+ years in:
  • Customer Success
  • Account Management
  • Client-facing roles
• Experience with:
  • Salesforce or HubSpot
  • CS platforms (e.g., Gainsight, ChurnZero, Totango)
  • Strong presentation skills (QBRs, demos, client reviews)
• Proven ability to:
  • Manage accounts
  • Drive renewals

Nice to Have

• 3–5 years CSM/AM experience with revenue targets
• SaaS, B2B tech, or professional services background
• Familiarity with:
  • NPS / CSAT
  • Customer health scoring
• Experience creating:
  • Playbooks
  • Client decks
  • Case studies

What a Typical Day Looks Like

• Review dashboards for:
  • At-risk accounts
  • Growth opportunities
• Conduct client calls (onboarding, check-ins, QBRs)
• Coordinate internally with:
  • Support
  • Product
  • Sales
• Track renewals and expansion opportunities
• Update CRM and health scores
• Prepare insights and recommendations

Key Metrics (KPIs)

• Net Revenue Retention (NRR) ≥ 100%
• Renewal rate ≥ 90–95%
• Expansion / upsell revenue
• Client health score improvement
• NPS / CSAT performance

Why This Role Stands Out

• Direct ownership of revenue retention + growth
• High-impact role across product, sales, and customer experience
• Strong exposure to client strategy and decision-making
• Opportunity to build long-term client relationships
• Remote flexibility with structured expectations

Interview Process

• Initial Phone Screen
• Video Interview
• Practical Task (QBR / account strategy scenario)
• Client Interview
• Offer & Background Verification

Apply Now

If you’re someone who:

• Builds strong client relationships
• Thinks in retention and expansion
• Drives outcomes, not just activity

This role is a strong fit.