Customer Success Manager

Customer Success Manager (SaaS, Account Management, Renewals & Retention) – Remote | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a Customer Success Manager (CSM) / Account Manager to own customer relationships, increase product adoption, drive renewals, and grow existing accounts.

This is not a support-only role.

You’ll own the customer lifecycle across:

• Client onboarding
• Product adoption
• Account management
• Customer retention
• Renewals
• Upsells and expansion
• Customer health and engagement

You’ll manage a portfolio of accounts while working closely with Sales, Product, Support, and leadership to ensure customers achieve measurable value and remain long-term partners.

If you’re proactive, relationship-driven, and understand how customer outcomes connect to retention and recurring revenue, this role is a strong fit.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead onboarding and implementation for new customers
• Establish customer goals, success plans, and adoption milestones
• Deliver product training, onboarding walkthroughs, and ongoing guidance
• Drive faster time-to-value
• Monitor early product usage and address adoption gaps proactively
• Ensure customers understand how to get measurable value from the product

Account & Relationship Management

• Manage a portfolio of approximately 20–40 customer accounts
• Serve as the primary relationship owner for assigned clients
• Build relationships with executives, key stakeholders, and end users
• Conduct:
• Regular client check-ins
• Strategy calls
• Account reviews
• Quarterly Business Reviews (QBRs)
• Maintain consistent engagement and visibility across the customer portfolio

Retention & Customer Health

• Monitor customer health, usage, and engagement
• Identify:
• Churn risks
• Low adoption
• Engagement gaps
• At-risk accounts
• Use Customer Success platforms such as:
• Gainsight
• ChurnZero
• Totango
• Execute proactive retention and re-engagement strategies
• Connect product usage and customer outcomes to measurable ROI

Renewals, Upsells & Account Growth

• Own renewal timelines and maintain an accurate renewal pipeline
• Drive customers toward successful contract renewals
• Identify opportunities for:
• Upselling
• Cross-selling
• Account expansion
• Partner with Sales on strategic growth opportunities
• Support renewal documentation and contract execution
• Contribute directly to strong Net Revenue Retention (NRR)

Support & Escalation Management

• Coordinate customer issues across internal teams
• Partner with:
• Technical Support
• Product
• Sales
• Engineering or technical stakeholders
• Ensure escalations are handled efficiently
• Keep customers informed throughout the resolution process
• Advocate for customer needs while maintaining business priorities

Reporting & Customer Insights

• Track:
• Customer health scores
• Product usage
• Renewal forecasts
• Retention
• Expansion opportunities
• Maintain accurate customer and account information in the CRM
• Capture customer feedback and communicate insights internally
• Help improve:
• Onboarding
• Product experience
• Customer journey
• Retention playbooks
• Adoption strategies

Required Experience & Skills

• 2–3+ years of experience in:
• Customer Success
• Account Management
• Client Success
• Relationship Management
• Proven experience managing a portfolio of customer accounts
• Experience with:
• Client onboarding
• QBRs
• Account reviews
• Renewals
• Customer retention
• Hands-on experience with:
• Salesforce
• HubSpot
• Similar CRM platforms
• Familiarity with Customer Success platforms or customer health tracking
• Strong ability to identify and manage at-risk accounts
• Excellent written and verbal English communication
• Strong presentation and stakeholder-management skills
• Highly organized and comfortable managing multiple accounts simultaneously
• Ability to work independently in a remote environment

Nice to Have

• 3–5+ years of Customer Success or Account Management experience
• SaaS, B2B technology, or professional services experience
• Familiarity with:
• Gainsight
• ChurnZero
• Totango
• NPS
• CSAT
• Customer health scoring
• Retention analytics
• Experience creating:
• Customer success playbooks
• QBR presentations
• Adoption plans
• Case studies
• Experience owning a renewal or expansion quota
• Proven upsell or cross-sell experience

What Makes You a Strong Fit

• You build trusted, long-term client relationships
• You think proactively rather than waiting for customers to raise issues
• You understand the connection between adoption, customer outcomes, retention, and revenue
• You’re comfortable discussing renewals and expansion opportunities
• You can manage multiple accounts without losing visibility or follow-through
• You communicate confidently with executives and key stakeholders
• You balance customer advocacy with commercial business objectives

What a Typical Day Looks Like

You might start by reviewing customer health dashboards to identify at-risk accounts, upcoming renewals, and expansion opportunities.

Throughout the day, you’ll conduct onboarding sessions, customer check-ins, strategy calls, and QBRs while coordinating with Product, Sales, and Support on customer needs.

You’ll also update account records, track renewal opportunities, follow up with customers, and develop recommendations to improve adoption and account value.

In short: you ensure customers see value, stay engaged, renew successfully, and grow their relationship with the business over time.

Key Metrics for Success

• Net Revenue Retention (NRR): 100%+
• Renewal Rate: 90–95%+
• Churn reduction
• Expansion and upsell revenue
• Product adoption and engagement
• Customer health scores
• NPS and CSAT
• Successful onboarding and time-to-value
• Renewal forecast accuracy

Why This Role Stands Out

• Direct ownership of customer retention and recurring revenue
• Opportunity to manage meaningful long-term client relationships
• Exposure to SaaS customer strategy and account growth
• Cross-functional collaboration with Sales, Product, and Support
• High visibility and ownership in a remote environment
• Career growth into:
• Senior Customer Success Manager
• Strategic Account Manager
• Customer Success Leadership
• Revenue Operations

Interview Process

1. Initial Application Review
2. Spark Hire Intro Video
3. Video Interview
4. Practical Task – QBR / Account Strategy Scenario
5. Client Interview
6. Offer & Background Verification

Apply Now

If you have experience managing customer relationships, driving adoption, protecting renewals, and identifying account growth opportunities, we’d love to hear from you.

Apply today and help turn strong customer outcomes into long-term retention and recurring revenue growth.

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