Job Description
Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours About the Role At Pavago , one of our clients is hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue across a portfolio of accounts. This is not a support-only role. You will: Manage client relationships Drive onboarding and product adoption Identify churn risks early Own renewals and expansion opportunities Improve customer health and retention You’ll work closely with: Sales teams Support teams Product teams Leadership stakeholders to ensure customers achieve measurable value while supporting long-term account growth and retention. If you think in terms of customer outcomes, retention, expansion, and strategic relationship management, this role is a strong fit. What You’ll Own Customer Onboarding & Product Adoption Lead customer onboarding and implementation processes Define onboarding objectives, success criteria, and adoption milestones Conduct onboarding sessions, product training, and customer education Ensure customers achieve time-to-value quickly and effectively Monitor product usage and proactively address adoption gaps Drive engagement and long-term product utilization Account & Relationship Management Manage a portfolio of 20–40 customer accounts Serve as the primary point of contact for assigned customers Build trusted relationships with: Stakeholders Decision-makers Executive contacts Conduct: Customer check-ins Strategic account reviews Customer success meetings Quarterly Business Reviews (QBRs) Maintain strong account visibility and engagement Customer Retention & Success Monitor customer health using tools such as: Gainsight ChurnZero Totango Similar customer success platforms Identify: Churn risks Low adoption trends Expansion opportunities Execute customer success initiati
