# Customer Success Manager

> Pavago · Mexico (Remote) · — · Posted 2026-05-17

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **💼 Customer Success Manager (CSM) – SaaS / B2B Accounts**

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

### **🚀 About the Role**

We’re hiring a **Customer Success Manager (CSM)** for one of our growing clients.

This role is ideal for someone who enjoys:

-   Building strong client relationships
-   Driving renewals and account growth
-   Solving problems proactively
-   Acting as a trusted advisor to customers

You’ll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue.

### **💻 What You’ll Do**

### **Client Onboarding & Adoption**

-   Lead onboarding sessions and product training
-   Help clients successfully implement and adopt the platform
-   Track onboarding progress and identify usage gaps early

### **Relationship Management**

-   Manage a portfolio of active client accounts
-   Serve as the primary point of contact for stakeholders
-   Conduct regular check-ins and strategic business reviews (QBRs)

### **Customer Health & Retention**

-   Monitor account health using:

-   Gainsight
-   ChurnZero
-   Totango
-   CRM dashboards

-   Identify at-risk accounts and proactively re-engage them
-   Ensure strong renewals and long-term retention

### **Upsells & Account Growth**

-   Identify upsell and cross-sell opportunities
-   Partner with sales teams to expand accounts
-   Support renewal conversations and contract reviews

### **Cross-Functional Collaboration**

-   Work closely with support, product, and sales teams
-   Escalate issues and ensure timely resolution
-   Share customer feedback to improve products and customer experience

### **🔥 What We’re Looking For**

-   2+ years of experience in:

-   Customer Success
-   Account Management
-   Client Success
-   SaaS support or relationship management

-   Strong communication and presentation skills
-   Experience using:

-   Salesforce
-   HubSpot
-   Gainsight
-   ChurnZero
-   Totango

-   Ability to manage multiple client accounts simultaneously
-   Strong problem-solving and relationship-building skills

### **⭐ Nice to Have**

-   SaaS or B2B technology background
-   Experience managing renewals or revenue targets
-   Familiarity with:

-   NPS
-   CSAT
-   Customer health scoring

-   Experience creating client-facing decks, QBRs, or playbooks

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

-   Review dashboards for:

-   At-risk accounts
-   Upsell opportunities
-   Customer health trends

-   Lead onboarding calls and QBRs
-   Coordinate internally with support and product teams
-   Prepare renewal forecasts and account plans
-   Update CRM notes and customer health metrics

**In short:** you help clients succeed, renew, and grow.

### **📊 Success Looks Like**

-   High renewal and retention rates
-   Strong customer satisfaction (NPS/CSAT)
-   Expansion revenue growth
-   Healthy and engaged client accounts
-   Proactive issue resolution and account management

### **🌍 Why This Role Stands Out**

-   Fully remote opportunity
-   Direct ownership of client relationships
-   Strong growth potential within Customer Success
-   Exposure to SaaS, B2B, and revenue operations
-   High-impact role with visibility across teams

### **🧪 Interview Process**

-   Initial Screening Call
-   Recruiter Interview
-   Practical Assessment (QBR or account strategy exercise)
-   Final Client Interview
-   Offer & Background Verification

### **👉 Apply Now**

If you:

-   Enjoy relationship-building and problem-solving
-   Thrive in client-facing environments
-   Want a role focused on retention, growth, and customer experience

This opportunity is a strong fit for you.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/82835AAA08/apply)

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