Customer Success Manager

# Customer Success Manager > Pavago · El Salvador (Remote) · — · Posted 2026-09-17 **Workplace:** remote **Department:** Candidate Sourcing ## Description ### **Customer Success Manager (CSM / Account Manager) – SaaS, Renewals & Growth | Remote** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **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 ### **Interview Process** 1. Initial Phone Screen 2. **Spark Hire Video Interview** 3. Recruiter Interview 4. Practical Task – QBR / Account Strategy Scenario 5. Client Interview 6. Offer & Background Verification ### **Apply Now** If you’re a Customer Success Manager who builds strong client relationships, proactively prevents churn, and thinks in terms of **adoption, retention, renewals, and expansion**, we’d love to hear from you. Apply now and take ownership of helping customers **see value, stay, and grow**. **#CustomerSuccess #CustomerSuccessManager #AccountManager #SaaS #ClientSuccess #AccountManagement #CustomerRetention #Renewals #B2B #RemoteJobs** **#LI-AG1** ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/5178F67720/apply) --- Powered by [Workable](https://www.workable.com)