Customer Success Manager

Pavago is seeking a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue. The role involves managing a portfolio of accounts, ensuring customer satisfaction, and identifying opportunities for upselling and cross-selling.

Responsibilities:

• Manage a portfolio of accounts
• Drive onboarding and adoption
• Identify risks early and prevent churn
• Own renewals and expansion opportunities
• Lead onboarding and define success criteria
• Configure accounts and deliver training
• Ensure smooth implementation
• Track early adoption and close gaps
• Manage 20–40 client accounts
• Act as the primary point of contact
• Build strong relationships with stakeholders
• Conduct regular check-ins and strategic calls
• Monitor usage via: Gainsight, ChurnZero, Totango
• Identify at-risk accounts early
• Execute re-engagement playbooks
• Deliver Quarterly Business Reviews (QBRs) aligned with ROI
• Triage client issues and escalate internally
• Work with product/technical teams for resolution
• Ensure issues are fully resolved and clients are satisfied
• Identify upsell and cross-sell opportunities
• Collaborate with sales teams on expansion
• Own renewal pipeline and timelines
• Prepare contracts and ensure smooth renewals
• Track and report: Client health, Usage metrics, Renewal status
• Capture client feedback and share with product teams
• Improve overall customer experience

Requirements:

• 2–3+ years in Customer Success
• 2–3+ years in Account Management
• 2–3+ years in Client-facing roles
• Experience with Salesforce or HubSpot
• Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango)
• Strong presentation skills (QBRs, demos, client reviews)
• Proven ability to manage accounts
• Proven ability to drive renewals
• 3–5 years CSM/AM experience with revenue targets
• SaaS, B2B tech, or professional services background
• Familiarity with NPS / CSAT
• Familiarity with Customer health scoring
• Experience creating playbooks
• Experience creating client decks
• Experience creating case studies