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Customer Success Manager
Customer Success ManagerPavago • Victorville, CA, US
Customer Success Manager

Customer Success Manager

Pavago • Victorville, CA, US
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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 2040 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) :

  • 23 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 :

  • 35 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 ? 9095%.
  • 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
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