Customer Success Manager

# Customer Success Manager > Pavago · South Africa (Remote) · — · Posted 2026-06-22 **Workplace:** remote **Department:** Candidate Sourcing ## Description ### **Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. client business hours ### **About the Role** We’re hiring a **Customer Success Manager (CSM) / Account Manager** to own **client relationships, drive product adoption, and protect + grow revenue**. This is **not a support-only role**. You will: - Manage a portfolio of accounts - Drive onboarding and adoption - Identify risks early and prevent churn - Own renewals and expansion opportunities **If you think in terms of retention, expansion, and client value — this role is built for you.** ### **What You’ll Own** ### **1\. Onboarding & Product Adoption** - Lead onboarding and define success criteria - Configure accounts and deliver training - Ensure smooth implementation - Track early adoption and close gaps ### **2\. Account & Relationship Management** - Manage **20–40 client accounts** - Act as the primary point of contact - Build strong relationships with stakeholders - Conduct regular check-ins and strategic calls ### **3\. Proactive Client Engagement** - Monitor usage via: - Gainsight - ChurnZero - Totango - Identify at-risk accounts early - Execute re-engagement playbooks - Deliver **Quarterly Business Reviews (QBRs)** aligned with ROI ### **4\. Support Coordination & Escalation** - Triage client issues and escalate internally - Work with product/technical teams for resolution - Ensure issues are fully resolved and clients are satisfied ### **5\. Revenue Growth & Retention** - Identify **upsell and cross-sell opportunities** - Collaborate with sales teams on expansion - Own renewal pipeline and timelines - Prepare contracts and ensure smooth renewals ### **6\. Reporting & Feedback Loop** - Track and report: - Client health - Usage metrics - Renewal status - Capture client feedback and share with product teams - Improve overall customer experience ### **What Makes You a Strong Fit** - You think in **revenue (retention + expansion), not just support** - You’re a **strong communicator with executive presence** - You balance: - Client advocacy - Business outcomes - You’re proactive — not reactive - You can manage multiple accounts without dropping the ball ### **Must-Have Requirements** - 2–3+ years in: - Customer Success - Account Management - Client-facing roles - Experience with: - Salesforce or HubSpot - CS platforms (e.g., Gainsight, ChurnZero, Totango) - Strong presentation skills (QBRs, demos, client reviews) - Proven ability to: - Manage accounts - Drive renewals ### **Nice to Have** - 3–5 years CSM/AM experience with revenue targets - SaaS, B2B tech, or professional services background - Familiarity with: - NPS / CSAT - Customer health scoring - Experience creating: - Playbooks - Client decks - Case studies ### **What a Typical Day Looks Like** - Review dashboards for: - At-risk accounts - Growth opportunities - Conduct client calls (onboarding, check-ins, QBRs) - Coordinate internally with: - Support - Product - Sales - Track renewals and expansion opportunities - Update CRM and health scores - Prepare insights and recommendations **In short:** You ensure customers **see value, stay, and grow.** ### **Key Metrics (KPIs)** - Net Revenue Retention (NRR) ≥ 100% - Renewal rate ≥ 90–95% - Expansion / upsell revenue - Client health score improvement - NPS / CSAT performance ### **Why This Role Stands Out** - Direct ownership of **revenue retention + growth** - High-impact role across **product, sales, and customer experience** - Strong exposure to **client strategy and decision-making** - Opportunity to build long-term client relationships - Remote flexibility with structured expectations ### **Interview Process** - Initial Phone Screen - Video Interview - Practical Task (QBR / account strategy scenario) - Client Interview - Offer & Background Verification ### **Apply Now** If you’re someone who: - Builds strong client relationships - Thinks in retention and expansion - Drives outcomes, not just activity This role is a strong fit. ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/F8D2DED1B6/apply) --- Powered by [Workable](https://www.workable.com)