Customer Success Manager (CSM / Account Manager) – SaaS, Renewals & Growth

About the Role

At Pavago, one of our clients is hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, protect revenue, and identify opportunities for account growth.

This is not a support-only role. You’ll manage a portfolio of 20–40 client accounts and take ownership of the customer lifecycle — from onboarding and adoption through renewals and expansion.

You’ll proactively identify at-risk accounts, conduct strategic client conversations, coordinate issue resolution, and ensure customers consistently see measurable value.

If you think in terms of retention, expansion, adoption, and client outcomes, this role is built for you.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead new client onboarding and establish clear success criteria
• Configure accounts and guide customers through implementation
• Deliver product training and onboarding sessions
• Monitor early-stage usage and adoption
• Identify adoption gaps and proactively address them
• Ensure customers reach value quickly after implementation

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts
• Serve as the primary point of contact throughout the customer lifecycle
• Build strong relationships with key stakeholders and decision-makers
• Conduct regular client check-ins and strategic account reviews
• Understand each client’s goals, challenges, and business priorities
• Maintain clear communication and accountability across accounts

Client Health & Proactive Engagement

• Monitor customer usage, engagement, and health indicators
• Use platforms such as Gainsight, ChurnZero, or Totango to track account health
• Identify at-risk accounts before they become churn risks
• Execute structured re-engagement and retention playbooks
• Conduct Quarterly Business Reviews (QBRs)
• Connect product usage and outcomes to measurable client ROI

Support Coordination & Escalations

• Triage customer issues and coordinate internal resolution
• Partner with product, technical, and support teams
• Own client communication throughout escalations
• Follow issues through to complete resolution
• Ensure customers remain informed and confident during complex situations
• Identify recurring issues and help improve the overall customer experience

Renewals, Retention & Expansion

• Own renewal timelines and maintain visibility into upcoming renewals
• Drive strong retention across assigned accounts
• Identify upsell and cross-sell opportunities
• Collaborate with sales on expansion opportunities
• Prepare renewal documentation and coordinate contract processes
• Proactively address risks that could impact renewals
• Look for opportunities to increase customer value and account growth

Reporting & Customer Feedback

• Maintain accurate CRM and customer-success records
• Track:
• Client health
• Product usage
• Renewal status
• Churn risks
• Expansion opportunities
• Capture customer feedback and communicate insights to internal teams
• Partner with product teams to surface recurring customer needs
• Provide leadership with clear visibility into portfolio health and revenue risks

Must-Have Experience & Skills

• 2–3+ years of experience in Customer Success, Account Management, or a similar client-facing role
• Experience managing a portfolio of customer accounts
• Proven experience driving renewals and customer retention
• Experience with Salesforce or HubSpot
• Familiarity with customer success platforms such as:
• Gainsight
• ChurnZero
• Totango
• Strong presentation and client communication skills
• Experience conducting QBRs, demos, onboarding sessions, or client reviews
• Ability to identify and manage at-risk accounts
• Strong organizational and account-management skills
• Excellent written and verbal English communication
• Comfortable working remotely during U.S. business hours

Nice to Have

• 3–5 years of CSM or Account Management experience
• Experience carrying retention, renewal, or expansion targets
• Background in SaaS, B2B technology, or professional services
• Experience with NPS, CSAT, and customer health scoring
• Experience identifying and closing upsell or cross-sell opportunities
• Experience building:
• Customer success playbooks
• QBR decks
• Account plans
• Case studies
• Experience working directly with executives and senior client stakeholders

What Makes You a Strong Fit

• You think in terms of revenue retention and expansion, not just customer support
• You proactively identify risks rather than waiting for customers to complain
• You can balance customer advocacy with business outcomes
• You communicate confidently with both day-to-day users and executives
• You understand how to turn product adoption into measurable customer value
• You can manage multiple accounts without losing visibility or follow-through
• You take ownership of problems through resolution
• You are comfortable being accountable for renewals and client health

What a Typical Day Looks Like

Your day may start by reviewing customer-health dashboards for at-risk accounts, upcoming renewals, and expansion opportunities.

From there, you might lead an onboarding session, conduct a QBR with an existing client, coordinate with product or support on an escalation, prepare an account strategy for an upcoming renewal, and update CRM records and health scores.

In short: you ensure customers adopt the product, see value, renew, and grow.

Key Metrics for Success

• Net Revenue Retention (NRR): ≥100%
• Renewal Rate: ≥90–95%
• Expansion and upsell revenue
• Customer adoption and engagement
• Client health score improvement
• Churn reduction
• NPS / CSAT performance
• Onboarding success and time-to-value
• Accuracy of CRM and account reporting

Why This Role Stands Out

• Direct ownership of customer retention and revenue growth
• High-impact role across customer success, product, and sales
• Strong exposure to client strategy and decision-makers
• Opportunity to build meaningful, long-term customer relationships
• Clear performance metrics tied to business outcomes
• Growth opportunities into Senior CSM, Strategic Account Management, Customer Success Leadership, or Revenue Operations
• Fully remote environment with structured expectations