Customer Success Manager (SaaS / B2B Accounts) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago, one of our clients is hiring a Customer Success Manager (CSM) to manage a portfolio of SaaS and B2B customer accounts.
In this role, you’ll build strong client relationships, drive customer adoption, improve retention, and identify opportunities for account growth. You’ll serve as a trusted advisor, helping customers maximize the value of the platform while partnering with internal teams to deliver an outstanding customer experience.
What You’ll DoClient Onboarding & Adoption
Lead onboarding sessions and product training.
Help clients successfully implement and adopt the platform.
Track onboarding progress and identify adoption gaps early.
Relationship Management
Manage a portfolio of active client accounts.
Serve as the primary point of contact for customer stakeholders.
Conduct regular check-ins and Quarterly Business Reviews (QBRs).
Customer Health & Retention
Monitor customer health using tools such as:
Gainsight
ChurnZero
Totango
CRM dashboards
Identify at-risk accounts and proactively drive re-engagement.
Support strong renewals and long-term customer retention.
Upsells & Account Growth
Identify upsell and cross-sell opportunities.
Partner with the Sales team to grow existing accounts.
Support renewal conversations and contract reviews.
Cross-Functional Collaboration
Work closely with Support, Product, and Sales teams.
Escalate customer issues and ensure timely resolution.
Share customer feedback to improve products and customer experience.
Required Experience & Skills
2+ years of experience in:
Customer Success
Client Success
Account Management
SaaS Support or Relationship Management
Strong communication and presentation skills.
Experience using:
Salesforce
HubSpot
Gainsight
ChurnZero
Totango
Ability to manage multiple client accounts simultaneously.
Strong problem-solving and relationship-building skills.
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