# Customer Success Manager

> Pavago · South Africa (Remote) · — · Posted 2026-05-04

**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/10A161DD96/apply)

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