Customer Success Manager

Customer Success Manager (CSM / Account Manager) - 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 customer relationships, drive product adoption, and maximize customer retention and account growth.

This is a strategic, customer-facing role where you’ll be responsible for ensuring customers achieve measurable value from the platform while identifying opportunities to expand existing relationships.

You’ll partner closely with Sales, Product, Support, and Leadership teams to guide customers from onboarding through renewal, helping them realize long-term success and business outcomes.

If you’re passionate about customer advocacy, relationship management, and revenue retention, this role is built for you.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead customer onboarding and implementation activities.
• Define onboarding goals, success milestones, and adoption plans.
• Deliver onboarding sessions, product training, and customer education.
• Accelerate customer time-to-value.
• Monitor product usage and proactively address adoption gaps.
• Drive long-term engagement and 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, and executive contacts.
• Conduct:
• Customer check-ins
• Strategic account reviews
• Success meetings
• Quarterly Business Reviews (QBRs)
• Maintain strong account engagement and visibility.

Customer Retention & Success

• Monitor customer health using platforms such as:
• Gainsight
• ChurnZero
• Totango
• Similar Customer Success tools
• Identify:
• Churn risks
• Low product adoption
• Expansion opportunities
• Develop and execute customer success plans.
• Ensure customers consistently achieve measurable ROI and business value.
• Drive retention through proactive engagement.

Support Coordination & Escalation Management

• Coordinate customer issues and internal escalations.
• Partner closely with:
• Support
• Product
• Technical teams
• Ensure issues are resolved efficiently with clear communication.
• Maintain customer confidence throughout the resolution process.

Renewals, Expansion & Revenue Growth

• Own customer renewals from planning through completion.
• Identify and drive:
• Upsell opportunities
• Cross-sell opportunities
• Account expansion
• Partner with Sales on growth initiatives.
• Manage renewal timelines and expansion pipelines.
• Prepare account reviews and renewal recommendations.
• Support revenue retention and long-term customer growth.

Reporting & Customer Insights

• Track and report on:
• Customer health scores
• Product usage
• Renewal pipeline
• Retention performance
• Expansion opportunities
• Gather customer feedback and advocate internally for product improvements.
• Contribute to improving:
• Onboarding
• Customer experience
• Product adoption
• Retention programs

What Makes You a Strong Fit

• Customer-first mindset with a focus on long-term success.
• Excellent relationship-building and communication skills.
• Strong executive presence and presentation abilities.
• Highly organized and proactive.
• Comfortable balancing customer advocacy with business goals.
• Able to manage multiple accounts while delivering an exceptional customer experience.
• Ownership-driven with strong follow-through.

Required Experience & Skills

Experience

• 2-3+ years of experience in:
• Customer Success
• Account Management
• Client-facing SaaS
• Customer-facing service environments
• Proven success managing customer relationships, renewals, and account growth.

Technical & Operational Skills

• Experience using CRM platforms such as:
• Salesforce
• HubSpot
• Similar CRM systems
• Experience with Customer Success platforms such as:
• Gainsight
• ChurnZero
• Totango
• Strong presentation and communication skills.
• Experience leading:
• Quarterly Business Reviews (QBRs)
• Customer training sessions
• Strategic account discussions
• Excellent organizational and account management skills.

Nice-to-Have

• 3-5 years of Customer Success or Account Management experience.
• SaaS, B2B technology, or professional services background.
• Experience with:
• NPS
• CSAT
• Customer health scoring frameworks
• Experience creating:
• Customer Success playbooks
• Onboarding documentation
• Client presentations
• Case studies

What a Typical Day Looks Like

• Review customer health dashboards and account activity.
• Monitor renewal timelines and at-risk accounts.
• Identify expansion opportunities.
• Conduct onboarding sessions and customer success meetings.
• Lead Quarterly Business Reviews (QBRs).
• Collaborate with Sales, Product, and Support teams.
• Update CRM records and customer success plans.
• Prepare recommendations to improve customer outcomes and drive account growth.

In short: You’ll help customers realize value quickly, strengthen long-term relationships, reduce churn, and drive renewals and expansion across your portfolio.

Key Metrics for Success (KPIs)

• Net Revenue Retention (NRR)
• Customer renewal rate
• Expansion and upsell revenue
• Customer health score improvements
• Product adoption and engagement
• NPS and CSAT scores
• Churn reduction and customer retention

Why Join Us?

• Own customer relationships from onboarding through renewal.
• High-impact role directly influencing customer retention and revenue growth.
• Collaborate closely with Sales, Product, and Leadership teams.
• Fully remote work environment with long-term career growth.
• Opportunity to advance into:
• Senior Customer Success Manager
• Strategic Account Manager
• Customer Success Team Lead
• Customer Success Manager
• Revenue Operations

Interview Process

• Spark Hire Intro Video (3-5 minutes)
• Client Interview
• Offer & Onboarding

What Happens After You Apply

After submitting your application, you’ll receive an email invitation from Spark Hire to record a short 3-5 minute Intro Video. This is the first step in our hiring process and can be completed whenever it’s convenient for you.

Instead of multiple initial screening calls, you’ll have one opportunity to introduce yourself, discuss your Customer Success or Account Management experience, explain how you’ve onboarded customers, driven product adoption, managed renewals, or handled at-risk accounts, and share examples of how you’ve improved customer retention or expanded existing relationships. Your video will be reviewed by the hiring team before moving to the client interview.

You can record your video as many times as you’d like before submitting it-only your final version will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after applying.

Apply Now

If you enjoy building lasting customer relationships, driving product adoption, and helping customers achieve meaningful business outcomes while contributing to long-term revenue growth, we’d love to hear from you. Apply today and become a trusted partner in your customers’ success.