Customer Success Manager

Responsibilities

• Lead onboarding, define success criteria, and deliver training
• Manage a portfolio of 20–40 client accounts as the primary point of contact
• Monitor usage via CS platforms to identify at-risk accounts and execute re-engagement playbooks
• Deliver Quarterly Business Reviews (QBRs) aligned with ROI
• Identify upsell and cross-sell opportunities to drive revenue growth
• Own the renewal pipeline, timelines, and contract preparation
• Triage client issues and escalate to product or technical teams
• Track and report on client health, usage metrics, and renewal status

Requirements

• 2–3+ years of experience in Customer Success, Account Management, or client-facing roles
• Proficiency with Salesforce or HubSpot
• Experience with Customer Success platforms such as Gainsight, ChurnZero, or Totango
• Strong presentation skills for QBRs, demos, and client reviews
• Proven ability to manage accounts and drive renewals
• Ability to work U.S. client business hours

Preferred Qualifications

• 3–5 years of CSM/AM experience with specific revenue targets
• Background in SaaS, B2B tech, or professional services
• Familiarity with NPS, CSAT, and customer health scoring
• Experience creating playbooks, client decks, and case studies

About the Company

Pavago is a talent solutions provider focused on connecting high-quality talent with growing companies.