Customer Success Manager.

Description

Job Title: Customer Success Manager

Position Type: Full-Time, Remote

Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations)

About the Role:

Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships.

Responsibilities:

Onboarding & Adoption: • Lead client onboarding sessions and establish success criteria. • Configure accounts, deliver product training, and ensure smooth implementation. • Track early adoption metrics to identify gaps. Relationship Management: • Manage a portfolio of 20–40 active accounts, depending on client size. • Serve as the primary point of contact for client stakeholders. • Conduct regular check-ins and strategic reviews. Proactive Engagement: • Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. • Identify at-risk accounts early and execute playbooks to re-engage them. • Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: • Triage support issues and escalate to technical teams as needed. • Track resolution and ensure client satisfaction post-issue. Growth & Retention: • Identify upsell/cross-sell opportunities based on client needs. • Collaborate with sales teams to expand accounts while maintaining renewals. • Track renewal pipeline and prepare contracts for review. Reporting & Feedback: • Prepare reports on client health, usage, and renewal status. • Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: • Excellent communicator with executive presence and consultative skills. • Empathetic listener who balances client needs with business objectives. • Organized multitasker who thrives managing multiple accounts. • Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): • 2–3 years in customer success, account management, or client-facing roles. • Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). • Strong presentation skills for client-facing reviews and demos. • Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: • 3–5 years CSM/AM experience with revenue targets. • Industry background in SaaS, professional services, or B2B technology. • Familiarity with NPS, CSAT, and customer health scoring. • Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like?

A CSM’s day revolves around driving client value and ensuring account health. You will: • Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. • Hold client calls, ranging from onboarding sessions to strategic QBRs. • Coordinate internally with support, product, and sales to resolve issues or align strategies. • Prepare renewal forecasts and track contract timelines. • Document client interactions in CRM and update health scores. • End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients.

In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): • Net Revenue Retention (NRR) ≥ 100%. • Renewal rate ≥ 90–95%. • Expansion/upsell targets achieved. • Client health scores consistently maintained/improved. • Positive client satisfaction scores (NPS, CSAT). Interview Process: • Initial Phone Screen • Video Interview with Pavago Recruiter • Practical Task (e.g., roleplay a QBR or prepare an account health plan) • Client Interview with Sales/CS Leadership • Offer & Background Verification