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 and grow revenue. The role involves managing 20-40 accounts, leading onboarding, conducting QBRs, and driving renewals and expansion.
Key Skills for This Role
Responsibilities
- Lead onboarding and define success criteria, configure accounts, and deliver training
- Manage 20 40 client accounts as primary point of contact
- Monitor usage via Gainsight, ChurnZero, or Totango and identify at risk accounts
- Deliver Quarterly Business Reviews (QBRs) aligned with ROI
- Identify upsell and cross sell opportunities and own renewal pipeline
Requirements
- 2 3+ years in Customer Success, Account Management, or client facing roles
- Experience with Salesforce or HubSpot and CS platforms like Gainsight, ChurnZero, or Totango
- Strong presentation skills for QBRs, demos, and 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 own renewals and expansion.
What You’ll Own
- Lead onboarding and define success criteria, configure accounts, and deliver training.
- Manage 20–40 client accounts as the primary point of contact.
- Monitor usage via Gainsight, ChurnZero, or Totango and identify at risk accounts early.
- Execute re engagement playbooks and deliver Quarterly Business Reviews (QBRs) aligned with ROI.
- Triage client issues and escalate internally, ensuring full resolution.
- Identify upsell and cross sell opportunities and collaborate with sales teams on expansion.
- 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.
Must Have Requirements
- 2–3+ years in Customer Success, Account Management, or client facing roles.
- Experience with Salesforce or HubSpot and 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, and case studies.
What Makes You a Strong Fit
- You think in revenue (retention + expansion), not just support.
- You’re a strong communicator with executive presence.
- You balance client advocacy with business outcomes.
- You’re proactive and can manage multiple accounts without dropping the ball.
What a Typical Day Looks Like
- Review dashboards for at risk accounts and growth opportunities.
- Conduct client calls (onboarding, check ins, QBRs).
- Coordinate internally with support, product, and 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
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