Customer Success Manager

About this role

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…