Customer Success Manager

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 Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, protect revenue, and identify opportunities for account growth. This is not a support-only role .

You’ll manage a portfolio of 20–40 client accounts and take ownership of the customer lifecycle — from onboarding and adoption through renewals and expansion.

You’ll proactively identify at-risk accounts, conduct strategic client conversations, coordinate issue resolution, and ensure customers consistently see measurable value. If you think in terms of retention, expansion, adoption, and client outcomes , this role is built for you.

What You’ll Own Customer Onboarding & Product Adoption Lead new client onboarding and establish clear success criteria Configure accounts and guide customers through implementation Deliver product training and onboarding sessions Monitor early-stage usage and adoption Identify adoption gaps and proactively address them Ensure customers reach value quickly after implementation Account & Relationship Management Manage a portfolio of 20–40 client accounts Serve as the primary point of contact throughout the customer lifecycle Build strong relationships with key stakeholders and decision-makers Conduct regular client check-ins and strategic account reviews Understand each client’s goals, challenges, and business priorities Maintain clear communication and accountability across accounts Client Health & Proactive Engagement Monitor customer usage, engagement, and health indicators Use platforms such as Gainsight, ChurnZero, or Totango to track account health Identify at-risk accounts before they become churn risks Execute structured re-engagement and retention playbooks Conduct Quarterly Business Reviews (QBRs) Connect product usage a