# Customer Success Manager

> Pavago · Pakistan (Remote) · — · Posted 2026-05-07

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

**Job Title:** 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 20–40 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):**

-   2–3 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:**

-   3–5 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 ≥ 90–95%.
-   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

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/889A022869/apply)

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