About the job
Job Title: Customer Success Manager
Position Type: Full-Time, Remote
Working Hours: Aligned with U.S. client business hours, with flexibility for client calls, QBRs, and support escalations.
About the Role:
Pavago is on the lookout for a dynamic Customer Success Manager / Account Manager who will take ownership of client relationships, champion product adoption, and drive renewals and growth. This pivotal role demands a proactive approach to engagement coupled with responsive problem-solving, acting as the client’s internal advocate while identifying opportunities for upselling and cross-selling. The ideal candidate will ensure that customers derive measurable value from our services while fostering long-term, profitable partnerships.
Responsibilities:
Onboarding & Adoption:
- Facilitate client onboarding sessions and establish clear success criteria.
- Configure accounts, deliver comprehensive product training, and ensure a seamless implementation process.
- Monitor early adoption metrics to pinpoint areas for improvement.
Relationship Management:
- Oversee a portfolio of 20–40 active accounts, varying by client size.
- Act as the primary liaison for client stakeholders.
- Conduct regular check-ins and strategic reviews to enhance relationships.
Proactive Engagement:
- Utilize tools like Gainsight, ChurnZero, or Totango to monitor product usage.
- Proactively identify at-risk accounts and implement playbooks for re-engagement.
- Deliver quarterly business reviews (QBRs) to align on objectives and return on investment.
Support & Escalation:
- Manage and triage support issues, escalating to technical teams when necessary.
- Ensure timely resolution and maintain client satisfaction post-issue.
Growth & Retention:
- Identify upsell and cross-sell opportunities based on client needs.
- Work collaboratively with sales teams to expand accounts while ensuring renewals.
- Maintain and track the renewal pipeline, preparing contracts as needed.
Reporting & Feedback:
- Generate reports on client health, usage statistics, and renewal statuses.
- Collect client feedback and communicate insights to product and engineering teams for enhancements.
What Makes You a Perfect Fit:
- Exceptional communication skills with an executive presence and consultative approach.
- Empathetic listener who effectively balances client needs with business objectives.
- Highly organized multitasker capable of managing multiple accounts simultaneously.
- Comfortable with revenue responsibilities tied to client retention and growth.
Required Experience & Skills (Minimum):
- 2–3 years of experience in customer success, account management, or similar client-facing roles.
- Proficient in CRM systems such as Salesforce and HubSpot, alongside customer success platforms.

