Customer Success Manager
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Key skills for this role
About the Role
Pavago is hiring a Customer Success Manager to own client relationships, drive product adoption, and protect revenue growth. You will manage a portfolio of accounts, lead onboarding, identify churn risks, and drive renewals and expansion.
Key Skills for This Role
Responsibilities
- Lead onboarding and product adoption for new clients
- Manage a portfolio of 20 40 client accounts as primary point of contact
- Monitor client usage via Gainsight, ChurnZero, or Totango to identify at risk accounts
- Conduct Quarterly Business Reviews (QBRs) aligned with ROI
- Triage client issues and escalate internally to product/technical teams
- Identify upsell and cross sell opportunities and collaborate with sales teams
- Own renewal pipeline and timelines, prepare contracts and ensure smooth renewals
- Track and report client health, usage metrics, and renewal status
- Capture client feedback and share with product teams to improve customer experience
Requirements
- 2 3+ years in Customer Success, Account Management, or client facing roles
- Experience with Salesforce or HubSpot
- Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango)
- Strong presentation skills (QBRs, demos, client reviews)
- Proven ability to manage accounts and drive renewals
Full Job Posting
About the Role
- 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.
- You will manage a portfolio of accounts, drive onboarding and adoption, identify risks early and prevent churn, and own renewals and expansion opportunities.
What You’ll Own
- Lead onboarding and define success criteria; configure accounts and deliver training; ensure smooth implementation; track early adoption and close gaps.
- Manage 20–40 client accounts; act as primary point of contact; build strong relationships with stakeholders; conduct regular check ins and strategic calls.
- Monitor usage via Gainsight, ChurnZero, Totango; identify at risk accounts early; execute re engagement playbooks; deliver Quarterly Business Reviews (QBRs) aligned with ROI.
- Triage client issues and escalate internally; work with product/technical teams for resolution; ensure issues are fully resolved and clients are satisfied.
- Identify upsell and cross sell opportunities; collaborate with sales teams on expansion; own renewal pipeline and timelines; prepare contracts and ensure smooth renewals.
- Track and report client health, usage metrics, renewal status; capture client feedback and share with product teams; improve overall customer experience.
Must Have Requirements
- 2–3+ years in Customer Success, Account Management, or client facing roles.
- Experience with Salesforce or HubSpot.
- Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango).
- Strong presentation skills (QBRs, demos, client reviews).
- Proven ability to manage accounts and 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 and customer health scoring.
- Experience creating playbooks, client decks, case studies.
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
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