# Customer Success Manager / Account Manager > Pavago · Mexico (Remote) · — · Posted 2026-08-27 **Workplace:** remote **Department:** Candidate Sourcing ## Description ### **Customer Success Manager / Account Manager – Client Retention & Growth** **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 / Account Manager** to manage and strengthen relationships with existing customers, support onboarding, maintain customer satisfaction, and improve retention. This is a client-facing role focused on **relationship management, customer onboarding, account health, retention, and long-term customer value**. You’ll serve as a primary point of contact for assigned customers, understand their goals, ensure they receive value from the company’s services, and proactively address concerns before they become retention risks. If you’re a strong communicator who enjoys building lasting client relationships and taking ownership of the customer experience, this role is a strong fit. ### **What You’ll Own** ### **Customer Relationship Management** - Serve as a primary point of contact for assigned customers - Build strong, long-term relationships with clients - Conduct regular customer check-ins and account conversations - Understand each customer’s goals, priorities, and expectations - Maintain professional, responsive communication throughout the customer lifecycle ### **Customer Onboarding & Implementation** - Support new customers through onboarding and implementation - Help customers understand processes, services, and next steps - Coordinate internally to ensure a smooth transition after the sale - Track onboarding progress and follow up on outstanding actions - Ensure customers have a strong experience from the beginning of the relationship ### **Customer Success & Value** - Understand what success looks like for each customer - Ensure customers receive ongoing value from the company’s services - Proactively identify opportunities to improve the customer experience - Conduct regular check-ins to understand satisfaction and changing needs - Maintain consistent engagement across assigned accounts ### **Retention & Risk Management** - Identify customer concerns and potential retention risks early - Address issues proactively before they escalate - Handle difficult customer conversations professionally - Coordinate with internal teams to resolve customer issues - Follow through until concerns are fully addressed - Help maintain strong customer satisfaction and retention ### **Account Growth** - Identify potential **upsell and cross-sell opportunities** - Recognize additional customer needs during account conversations - Coordinate appropriate opportunities with internal teams - Support long-term account growth through strong customer relationships ### **CRM & Account Management** - Maintain accurate customer and account records in the CRM - Document conversations, concerns, follow-ups, and next steps - Keep account information organized and current - Track outstanding customer requests and commitments - Ensure important follow-ups are completed on time ### **Requirements** - **2+ years of experience** in customer success, account management, client services, or a related client-facing role - Excellent spoken and written English - Strong relationship-building and communication skills - Ability to handle difficult customer conversations professionally - Strong organization and follow-through - Ability to manage multiple customer relationships simultaneously - Comfortable taking ownership of customer concerns through resolution - CRM experience preferred - Comfortable working independently in a remote environment - Ability to overlap with U.S. business hours ### **Nice to Have** - Experience managing a portfolio of customer accounts - Experience supporting customer onboarding or implementation - Familiarity with CRM platforms such as HubSpot or Salesforce - Experience identifying upsell or cross-sell opportunities - Experience working with U.S.-based customers - Background in B2B services, SaaS, agencies, or other client-focused businesses ### **What Makes You a Strong Fit** You’ll likely thrive in this role if you: - Naturally build strong relationships with customers - Communicate clearly, professionally, and confidently - Proactively identify problems instead of waiting for complaints - Stay calm during challenging customer conversations - Follow through consistently on commitments - Care about customer satisfaction and long-term retention - Can balance customer needs with business priorities - Take ownership without requiring constant supervision ### **What Success Looks Like** - Strong customer satisfaction and account relationships - Smooth and organized customer onboarding - Consistent customer communication and check-ins - Early identification and resolution of retention risks - Strong customer retention - Timely resolution of customer concerns - Accurate and organized CRM records - Identification of appropriate upsell and cross-sell opportunities ### **Interview Process** 1. Initial Application 2. **Spark Hire One-Way Video Interview** 3. Video Interview with Pavago Recruiter 4. Client Interview 5. Offer & Onboarding ### **Spark Hire Video Interview – Required** As part of the application process, **all candidates are required to complete a one-way video interview through Spark Hire**. After completing the first step of your application, you’ll receive a **Spark Hire invitation by email** with instructions to record and submit your video responses. Completion of the Spark Hire video is **required to be considered for the next stage**. Please check your inbox as well as your spam or junk folder for the invitation. ### **Apply Now** If you have experience in **customer success, account management, client services, onboarding, or customer relationship management** and enjoy building strong, long-term client relationships, we’d love to hear from you. Apply today and help deliver an exceptional customer experience while supporting retention and account growth. **#CustomerSuccessManager #AccountManager #CustomerSuccess #AccountManagement #ClientSuccess #ClientServices #CustomerRetention #CustomerExperience #CRM #RemoteJobs #RemoteWork** ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/1A027D1D34/apply) --- Powered by [Workable](https://www.workable.com)