# Customer Success Manager

> Pavago · Peru (Remote) · — · Posted 2026-06-19

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – Remote**

**Full-Time | Remote | U.S. Business Hours**

### **About the Role**

We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own customer relationships, drive product adoption, and protect and grow recurring revenue.

This is not a support-only role.

You’ll be responsible for:

-   Client onboarding
-   Product adoption
-   Account management
-   Renewals and retention
-   Upsell and expansion opportunities
-   Customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:

-   Sales
-   Product
-   Support
-   Leadership

to ensure customers see measurable value and remain long-term partners.

If you think in terms of:

-   Retention
-   Expansion
-   Customer outcomes
-   Revenue growth
-   Proactive relationship management

this role is a strong fit.

### **What You’ll Own**

### **Customer Onboarding & Product Adoption**

-   Lead onboarding and implementation processes for new clients
-   Define customer success goals and adoption milestones
-   Deliver:

-   Training sessions
-   Onboarding walkthroughs
-   Product guidance

-   Ensure smooth implementation and time-to-value
-   Monitor early adoption and proactively close usage gaps

### **Account & Relationship Management**

-   Manage a portfolio of 20–40 client accounts
-   Serve as the primary point of contact for customer relationships
-   Build strong relationships with:

-   Executives
-   Stakeholders
-   End users

-   Conduct:

-   Recurring check-ins
-   Strategy calls
-   Quarterly Business Reviews (QBRs)

-   Maintain strong engagement and long-term account health

### **Proactive Client Engagement & Retention**

-   Monitor account health using platforms such as:

-   Gainsight
-   ChurnZero
-   Totango

-   Identify:

-   Adoption risks
-   Churn indicators
-   Engagement gaps

-   Execute re-engagement and retention playbooks proactively
-   Align customer outcomes with measurable ROI and business goals

### **Support Coordination & Escalation Management**

-   Triage and coordinate client issues internally
-   Partner with:

-   Support teams
-   Technical teams
-   Product stakeholders

-   Resolve issues efficiently and professionally
-   Ensure clients remain informed throughout issue resolution
-   Advocate for customer needs while balancing business priorities

### **Renewals, Expansion & Revenue Growth**

-   Own the renewal pipeline and renewal timelines
-   Identify:

-   Upsell opportunities
-   Cross-sell opportunities
-   Account expansion opportunities

-   Collaborate with sales teams on account growth initiatives
-   Prepare renewal documentation and ensure smooth contract execution
-   Drive strong Net Revenue Retention (NRR) performance

### **Reporting & Customer Feedback**

-   Track and report:

-   Customer health scores
-   Usage metrics
-   Renewal forecasts
-   Retention performance

-   Capture customer feedback and communicate insights internally
-   Help improve:

-   Onboarding
-   Product experience
-   Customer journey
-   Retention strategies

### **Requirements**

### **Core Requirements**

-   2–3+ years of experience in:

-   Customer Success
-   Account Management
-   Client Success
-   Relationship Management

-   Strong experience with:

-   Salesforce
-   HubSpot
-   CRM platforms
-   Customer Success tools

-   Experience conducting:

-   QBRs
-   Onboarding calls
-   Account reviews
-   Client presentations

-   Proven ability to:

-   Manage client accounts
-   Drive renewals
-   Reduce churn

-   Excellent written and verbal English communication skills
-   Strong organizational and multitasking abilities
-   Comfortable working independently in a remote environment

### **Nice to Have**

-   3–5+ years of Customer Success or Account Management experience
-   SaaS, B2B technology, or professional services background
-   Familiarity with:

-   NPS
-   CSAT
-   Customer health scoring
-   Retention analytics

-   Experience creating:

-   Customer playbooks
-   Client presentations
-   Case studies
-   Adoption strategies

-   Revenue ownership or quota-carrying experience

### **What Makes You a Strong Fit**

-   You think in customer outcomes and revenue retention
-   You balance customer advocacy with business impact
-   You are proactive, organized, and highly responsive
-   You build trust quickly with stakeholders
-   You manage multiple accounts without losing visibility
-   You focus on long-term customer value, not reactive support
-   You communicate with confidence and executive presence

### **What a Typical Day Looks Like**

-   Review dashboards for:

-   At-risk accounts
-   Product adoption
-   Expansion opportunities

-   Conduct onboarding, check-in, and QBR calls
-   Coordinate internally with:

-   Product
-   Support
-   Sales

-   Track renewals and account growth opportunities
-   Update CRM and customer health records
-   Prepare recommendations and client insights
-   Follow up proactively with customers to drive engagement

**In short:** You ensure customers see value, stay engaged, renew successfully, and grow over time.

### **Key Metrics for Success (KPIs)**

-   Net Revenue Retention (NRR) ≥ 100%
-   Renewal rate ≥ 90–95%
-   Expansion and upsell revenue growth
-   Customer health score improvement
-   Product adoption and engagement metrics
-   NPS and CSAT performance
-   Churn reduction and account retention

### **Why This Role Stands Out**

-   Direct ownership of retention and revenue growth
-   Strong exposure to:

-   Customer strategy
-   Account growth
-   SaaS operations
-   Executive client communication

-   High-impact role across:

-   Product
-   Sales
-   Support
-   Customer experience

-   Opportunity to build long-term customer relationships
-   Fully remote role with strong ownership and visibility
-   Growth opportunities into:

-   Senior Customer Success Manager
-   Strategic Account Management
-   Customer Success Leadership
-   Revenue Operations

### **Interview Process**

-   Initial Phone Screen
-   Video Interview
-   Practical Task (QBR / Account Strategy Scenario)
-   Client Interview
-   Offer & Background Verification

### **Apply Now**

If you:

-   Build strong client relationships
-   Think in retention and expansion
-   Proactively drive customer outcomes
-   Enjoy managing accounts and growing revenue

this role is a strong fit for you.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/1E921684F0/apply)

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