[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Pavago is seeking a Customer Success Manager (CSM) / Account Manager to manage client relationships, drive product adoption, and protect and grow revenue. This role involves onboarding clients, managing accounts, and identifying upsell opportunities while ensuring client satisfaction and retention.ResponsibilitiesManage a portfolio of accountsDrive onboarding and adoptionIdentify risks early and prevent churnOwn renewals and expansion opportunitiesLead onboarding and define success criteriaConfigure accounts and deliver trainingEnsure smooth implementationTrack early adoption and close gapsManage 20–40 client accountsAct as the primary point of contactBuild strong relationships with stakeholdersConduct regular check-ins and strategic callsMonitor usage via: Gainsight, ChurnZero, TotangoIdentify at-risk accounts earlyExecute re-engagement playbooksDeliver Quarterly Business Reviews (QBRs) aligned with ROITriage client issues and escalate internallyWork with product/technical teams for resolutionEnsure issues are fully resolved and clients are satisfiedIdentify upsell and cross-sell opportunitiesCollaborate with sales teams on expansionOwn renewal pipeline and timelinesPrepare contracts and ensure smooth renewalsTrack and report: Client health, Usage metrics, Renewal statusCapture client feedback and share with product teamsImprove overall customer experienceReview dashboards for: At-risk accounts, Growth opportunitiesConduct client calls (onboarding, check-ins, QBRs)Coordinate internally with: Support, Product, SalesTrack renewals and expansion opportunitiesUpdate CRM and health scoresPrepare insights and recommendationsSkills2–3+ years in Customer Success2–3+ years in Account Management2–3+ years in Client-facing rolesExperience with Salesforce or HubSpotExperience with CS platforms (e.g., Gainsight, ChurnZero, Totango)Strong presentation skills (QBRs, demos, client reviews)Proven ability to manage accountsProven ability to drive renewals3–5 years CSM/AM experience with revenue targetsSaaS, B2B tech, or professional services backgroundFamiliarity with NPS / CSATFamiliarity with Customer health scoringExperience creating playbooksExperience creating client decksExperience creating case studiesCompany OverviewPavago - Thinking Globally to Grow Locally 🌍 Welcome to Pavago, where the world is your talent pool. It was founded in 2022, and is headquartered in Meridian , Idaho, US, with a workforce of 11-50 employees. Its website is https://pavago.co.