Customer Success Manager

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