{"id":2549160,"url":"https://alion.io/job/pavago-customer-success-manager-14","title":"Customer Success Manager","company":{"id":1117,"name":"Pavago","domain":"pavago.co","url":"https://alion.io/company/pavago","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":204,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["BR","CO","MX","HN"],"hiring_countries_total":4,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-14T17:30:04Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-11-06T17:01:35Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Customer Success Manager (SaaS / B2B Accounts) - Remote\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Business Hours\nAbout the Role\nAt Pavago, one of our clients is hiring a Customer Success Manager (CSM) to manage a portfolio of SaaS and B2B customer accounts.\nIn this role, you’ll build strong client relationships, drive customer adoption, improve retention, and identify opportunities for account growth. You’ll serve as a trusted advisor, helping customers maximize the value of the platform while partnering with internal teams to deliver an outstanding customer experience.\nWhat You’ll Do\nClient Onboarding & Adoption\nLead onboarding sessions and product training.\nHelp clients successfully implement and adopt the platform.\nTrack onboarding progress and identify adoption gaps early.\nRelationship Management\nManage a portfolio of active client accounts.\nServe as the primary point of contact for customer stakeholders.\nConduct regular check-ins and Quarterly Business Reviews (QBRs).\nCustomer Health & Retention\nMonitor customer health using tools such as:\nGainsight\nChurnZero\nTotango\nCRM dashboards\nIdentify at-risk accounts and proactively drive re-engagement.\nSupport strong renewals and long-term customer retention.\nUpsells & Account Growth\nIdentify upsell and cross-sell opportunities.\nPartner with the Sales team to grow existing accounts.\nSupport renewal conversations and contract reviews.\nCross-Functional Collaboration\nWork closely with Support, Product, and Sales teams.\nEscalate customer issues and ensure timely resolution.\nShare customer feedback to improve products and customer experience.\nRequired Experience & Skills\n2+ years of experience in:\nCustomer Success\nClient Success\nAccount Management\nSaaS Support or Relationship Management\nStrong communication and presentation skills.\nExperience using:\nSalesforce\nHubSpot\nGainsight\nChurnZero\nTotango\nAbility to manage multiple client accounts simultaneously.\nStrong problem-solving and relationship-building skills.\nNice to Have\nSaaS or B2B technology experience.\nExperience managing renewals or revenue targets.\nFamiliarity with:\nNPS\nCSAT\nCustomer health scoring\nExperience creating QBRs, client presentations, or customer playbooks.\nWhat a Typical Day Looks Like\nReview customer health dashboards and identify at-risk accounts.\nLead onboarding sessions and Quarterly Business Reviews.\nCoordinate with Product, Support, and Sales teams.\nPrepare renewal forecasts and account plans.\nUpdate CRM records and customer health metrics.\nIn short: You’ll help customers succeed, renew, and grow while building long-term relationships that drive business success.\nInterview Process\nApplication Review\n Spark Hire Intro Video (3-5 minutes)\nRecruiter Interview\nPractical Assessment (QBR or Account Strategy Exercise)\nClient Interview\nOffer & Onboarding\nWhat Happens After You Apply\nAfter 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.\nInstead of multiple screening calls, you’ll have one opportunity to introduce yourself, highlight your experience managing customer relationships, driving renewals, and supporting account growth. You’ll also have the chance to demonstrate your communication style and customer success approach before moving forward in the interview process.\nYou can record your video as many times as you’d like before submitting it-only your final version will be reviewed.\nPlease keep an eye on both your inbox and spam folder for your Spark Hire invitation after applying.\nApply Now\nIf you enjoy building client relationships, solving problems proactively, and helping customers achieve long-term success, we’d love to hear from you. 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