# Customer Success Manager

> Pavago · Panama (Remote) · — · Posted 2026-06-10

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

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

**Position Type:** Full-Time, Remote  
**Working Hours:** U.S. Client Business Hours

### **About the Role**

At Pavago, one of our clients is hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue across a portfolio of accounts.

This is not a support-only role.

You will:

-   Manage client relationships
-   Drive onboarding and product adoption
-   Identify churn risks early
-   Own renewals and expansion opportunities
-   Improve customer health and retention

You’ll work closely with:

-   Sales teams
-   Support teams
-   Product teams
-   Leadership stakeholders

to ensure customers achieve measurable value while supporting long-term account growth and retention.

If you think in terms of customer outcomes, retention, expansion, and strategic relationship management, this role is a strong fit.

### **What You’ll Own**

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

-   Lead customer onboarding and implementation processes
-   Define onboarding objectives, success criteria, and adoption milestones
-   Conduct onboarding sessions, product training, and customer education
-   Ensure customers achieve time-to-value quickly and effectively
-   Monitor product usage and proactively address adoption gaps
-   Drive engagement and long-term product utilization

### **Account & Relationship Management**

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

-   Stakeholders
-   Decision-makers
-   Executive contacts

-   Conduct:

-   Customer check-ins
-   Strategic account reviews
-   Customer success meetings
-   Quarterly Business Reviews (QBRs)

-   Maintain strong account visibility and engagement

### **Customer Retention & Success**

-   Monitor customer health using tools such as:

-   Gainsight
-   ChurnZero
-   Totango
-   Similar customer success platforms

-   Identify:

-   Churn risks
-   Low adoption trends
-   Expansion opportunities

-   Execute customer success initiatives and retention strategies
-   Ensure customers consistently achieve ROI and business value
-   Develop and maintain customer success plans

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

-   Coordinate customer issues and internal escalations
-   Partner closely with:

-   Support teams
-   Product teams
-   Technical stakeholders

-   Ensure customer concerns are resolved efficiently and communicated clearly
-   Maintain customer trust during issue resolution and change management

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

-   Own:

-   Renewals
-   Upsell opportunities
-   Cross-sell initiatives
-   Account expansion efforts

-   Collaborate with sales teams on growth strategies
-   Manage:

-   Renewal timelines
-   Expansion pipelines
-   Customer growth plans

-   Prepare renewal recommendations and account reviews
-   Support revenue retention and growth objectives

### **Reporting & Customer Insights**

-   Track and report on:

-   Customer health scores
-   Product usage metrics
-   Retention performance
-   Renewal status
-   Expansion opportunities

-   Gather customer feedback and advocate internally on behalf of customers
-   Contribute to improvements across:

-   Onboarding processes
-   Customer experience
-   Product adoption strategies
-   Retention programs

### **Required Experience & Skills**

### **Experience**

-   2–3+ years of experience in:

-   Customer Success
-   Account Management
-   Client-facing SaaS roles
-   Customer-facing service environments

-   Proven experience:

-   Managing customer relationships
-   Driving renewals
-   Supporting customer growth and retention

### **Technical & Operational Skills**

-   Experience using:

-   Salesforce
-   HubSpot
-   Similar CRM platforms

-   Experience with customer success tools such as:

-   Gainsight
-   ChurnZero
-   Totango

-   Strong presentation and communication skills
-   Comfortable leading:

-   Quarterly Business Reviews (QBRs)
-   Customer training sessions
-   Strategic account discussions

-   Strong account management and organizational skills

### **Preferred Qualifications**

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

-   NPS
-   CSAT
-   Customer health scoring frameworks

-   Experience creating:

-   Customer success playbooks
-   Onboarding materials
-   Client presentations
-   Case studies

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

-   You think in terms of:

-   Customer outcomes
-   Retention
-   Expansion
-   Long-term value creation

-   You balance customer advocacy with business objectives
-   You have strong executive presence and communication skills
-   You are highly proactive, organized, and accountable
-   You can manage multiple accounts while maintaining exceptional customer experiences
-   You take ownership of customer success outcomes

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

-   Review customer health dashboards and account activity
-   Monitor:

-   Renewal timelines
-   At-risk accounts
-   Expansion opportunities

-   Conduct onboarding sessions and customer success meetings
-   Lead QBRs and strategic account reviews
-   Coordinate with sales, support, and product teams
-   Update CRM records and customer success plans
-   Prepare recommendations and growth opportunities for customers

**In short:** You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business.

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

-   Net Revenue Retention (NRR)
-   Customer renewal rate
-   Expansion and upsell revenue growth
-   Customer health score improvement
-   Product adoption and engagement metrics
-   NPS and CSAT performance
-   Reduced churn and improved retention

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

-   Direct ownership of customer retention, renewals, and growth
-   Strong visibility across customer success, product, sales, and support functions
-   Opportunity to build long-term strategic customer relationships
-   High-impact role tied directly to revenue retention and growth
-   Remote flexibility with clear ownership and accountability
-   Career growth opportunities into:

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

### **Interview Process**

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

### **Apply Now**

If you:

-   Enjoy building strong customer relationships
-   Think in retention, adoption, and expansion
-   Proactively solve customer challenges
-   Drive outcomes instead of simply managing activity

this role is a strong fit for you.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/E48E9B4E02/apply)

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