Customer Success Manager (SaaS, Account Management, Renewals & Retention) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleAt Pavago, one of our clients is hiring a Customer Success Manager (CSM) / Account Manager to own customer relationships, increase product adoption, drive renewals, and grow existing accounts.This is not a support-only role.You’ll own the customer lifecycle across:Client onboardingProduct adoptionAccount managementCustomer retentionRenewalsUpsells and expansionCustomer health and engagementYou’ll manage a portfolio of accounts while working closely with Sales, Product, Support, and leadership to ensure customers achieve measurable value and remain long-term partners.If you’re proactive, relationship-driven, and understand how customer outcomes connect to retention and recurring revenue, this role is a strong fit.What You’ll OwnCustomer Onboarding & Product AdoptionLead onboarding and implementation for new customersEstablish customer goals, success plans, and adoption milestonesDeliver product training, onboarding walkthroughs, and ongoing guidanceDrive faster time-to-valueMonitor early product usage and address adoption gaps proactivelyEnsure customers understand how to get measurable value from the productAccount & Relationship ManagementManage a portfolio of approximately 20–40 customer accountsServe as the primary relationship owner for assigned clientsBuild relationships with executives, key stakeholders, and end usersConduct:Regular client check-insStrategy callsAccount reviewsQuarterly Business Reviews (QBRs)Maintain consistent engagement and visibility across the customer portfolioRetention & Customer HealthMonitor customer health, usage, and engagementIdentify:Churn risksLow adoptionEngagement gapsAt-risk accountsUse Customer Success platforms such as:GainsightChurnZeroTotangoExecute proactive retention and re-engagement strategiesConnect product usage and customer outcomes to measurable ROIRenewals, Upsells & Account GrowthOwn renewal timelines and maintain an accurate renewal pipelineDrive customers toward successful contract renewalsIdentify opportunities for:UpsellingCross-sellingAccount expansionPartner with Sales on strategic growth opportunitiesSupport renewal documentation and contract executionContribute directly to strong Net Revenue Retention (NRR)Support & Escalation ManagementCoordinate customer issues across internal teamsPartner with:Technical SupportProductSalesEngineering or technical stakeholdersEnsure escalations are handled efficientlyKeep customers informed throughout the resolution processAdvocate for customer needs while maintaining business prioritiesReporting & Customer InsightsTrack:Customer health scoresProduct usageRenewal forecastsRetentionExpansion opportunitiesMaintain accurate customer and account information in the CRMCapture customer feedback and communicate insights internallyHelp improve:OnboardingProduct experienceCustomer journeyRetention playbooksAdoption strategiesRequired Experience & Skills2–3+ years of experience in:Customer SuccessAccount ManagementClient SuccessRelationship ManagementProven experience managing a portfolio of customer accountsExperience with:Client onboardingQBRsAccount reviewsRenewalsCustomer retentionHands-on experience with:SalesforceHubSpotSimilar CRM platformsFamiliarity with Customer Success platforms or customer health trackingStrong ability to identify and manage at-risk accountsExcellent written and verbal English communicationStrong presentation and stakeholder-management skillsHighly organized and comfortable managing multiple accounts simultaneouslyAbility to work independently in a remote environmentNice to Have3–5+ years of Customer Success or Account Management experienceSaaS, B2B technology, or professional services experienceFamiliarity with:GainsightChurnZeroTotangoNPSCSATCustomer health scoringRetention analyticsExperience creating:Customer success playbooksQBR presentationsAdoption plansCase studiesExperience owning a renewal or expansion quotaProven upsell or cross-sell experienceWhat Makes You a Strong FitYou build trusted, long-term client relationshipsYou think proactively rather than waiting for customers to raise issuesYou understand the connection between adoption, customer outcomes, retention, and revenueYou’re comfortable discussing renewals and expansion opportunitiesYou can manage multiple accounts without losing visibility or follow-throughYou communicate confidently with executives and key stakeholdersYou balance customer advocacy with commercial business objectivesWhat a Typical Day Looks LikeYou might start by reviewing customer health dashboards to identify at-risk accounts, upcoming renewals, and expansion opportunities.Throughout the day, you’ll conduct onboarding sessions, customer check-ins, strategy calls, and QBRs while coordinating with Product, Sales, and Support on customer needs.You’ll also update account records, track renewal opportunities, follow up with customers, and develop recommendations to improve adoption and account value.In short: you ensure customers see value, stay engaged, renew successfully, and grow their relationship with the business over time.Key Metrics for SuccessNet Revenue Retention (NRR): 100%+Renewal Rate: 90–95%+Churn reductionExpansion and upsell revenueProduct adoption and engagementCustomer health scoresNPS and CSATSuccessful onboarding and time-to-valueRenewal forecast accuracyWhy This Role Stands OutDirect ownership of customer retention and recurring revenueOpportunity to manage meaningful long-term client relationshipsExposure to SaaS customer strategy and account growthCross-functional collaboration with Sales, Product, and SupportHigh visibility and ownership in a remote environmentCareer growth into:Senior Customer Success ManagerStrategic Account ManagerCustomer Success LeadershipRevenue OperationsInterview ProcessInitial Application ReviewSpark Hire Intro VideoVideo InterviewPractical Task – QBR / Account Strategy ScenarioClient InterviewOffer & Background VerificationApply NowIf you have experience managing customer relationships, driving adoption, protecting renewals, and identifying account growth opportunities, we’d love to hear from you.Apply today and help turn strong customer outcomes into long-term retention and recurring revenue growth.#CustomerSuccessManager #CustomerSuccess #AccountManager #SaaSJobs #ClientSuccess #AccountManagement #CustomerRetention #SaaS #Renewals #RemoteJobs #CSM #CustomerExperience
Customer Success Manager (SaaS, Account Management, Renewals & Retention) – Remote | U.S. Hours
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 (CSM) / Account Manager to own customer relationships, increase product adoption, drive renewals, and grow existing accounts.
This is not a support-only role.
You’ll own the customer lifecycle across:
- Client onboarding
- Product adoption
- Account management
- Customer retention
- Renewals
- Upsells and expansion
- Customer health and engagement
You’ll manage a portfolio of accounts while working closely with Sales, Product, Support, and leadership to ensure customers achieve measurable value and remain long-term partners.
If you’re proactive, relationship-driven, and understand how customer outcomes connect to retention and recurring revenue, this role is a strong fit.
What You’ll Own
Customer Onboarding & Product Adoption
- Lead onboarding and implementation for new customers
- Establish customer goals, success plans, and adoption milestones
- Deliver product training, onboarding walkthroughs, and ongoing guidance
- Drive faster time-to-value
- Monitor early product usage and address adoption gaps proactively
- Ensure customers understand how to get measurable value from the product
Account & Relationship Management
- Manage a portfolio of approximately 20–40 customer accounts
- Serve as the primary relationship owner for assigned clients
- Build relationships with executives, key stakeholders, and end users
- Conduct:
- Regular client check-ins
- Strategy calls
- Account reviews
- Quarterly Business Reviews (QBRs)
- Maintain consistent engagement and visibility across the customer portfolio
Retention & Customer Health
- Monitor customer health, usage, and engagement
- Identify:
- Churn risks
- Low adoption
- Engagement gaps
- At-risk accounts
- Use Customer Success platforms such as:
- Gainsight
- ChurnZero
- Totango
- Execute proactive retention and re-engagement strategies
- Connect product usage and customer outcomes to measurable ROI
Renewals, Upsells & Account Growth
- Own renewal timelines and maintain an accurate renewal pipeline
- Drive customers toward successful contract renewals
- Identify opportunities for:
- Upselling
- Cross-selling
- Account expansion
- Partner with Sales on strategic growth opportunities
- Support renewal documentation and contract execution
- Contribute directly to strong Net Revenue Retention (NRR)
Support & Escalation Management
- Coordinate customer issues across internal teams
- Partner with:
- Technical Support
- Product
- Sales
- Engineering or technical stakeholders
- Ensure escalations are handled efficiently
- Keep customers informed throughout the resolution process
- Advocate for customer needs while maintaining business priorities
Reporting & Customer Insights
- Track:
- Customer health scores
- Product usage
- Renewal forecasts
- Retention
- Expansion opportunities
- Maintain accurate customer and account information in the CRM
- Capture customer feedback and communicate insights internally
- Help improve:
- Onboarding
- Product experience
- Customer journey
- Retention playbooks
- Adoption strategies
Required Experience & Skills
- 2–3+ years of experience in:
- Customer Success
- Account Management
- Client Success
- Relationship Management
- Proven experience managing a portfolio of customer accounts
- Experience with:
- Client onboarding
- QBRs
- Account reviews
- Renewals
- Customer retention
- Hands-on experience with:
- Salesforce
- HubSpot
- Similar CRM platforms
- Familiarity with Customer Success platforms or customer health tracking
- Strong ability to identify and manage at-risk accounts
- Excellent written and verbal English communication
- Strong presentation and stakeholder-management skills
- Highly organized and comfortable managing multiple accounts simultaneously
- Ability to work independently in a remote environment
Nice to Have
- 3–5+ years of Customer Success or Account Management experience
- SaaS, B2B technology, or professional services experience
- Familiarity with:
- Gainsight
- ChurnZero
- Totango
- NPS
- CSAT
- Customer health scoring
- Retention analytics
- Experience creating:
- Customer success playbooks
- QBR presentations
- Adoption plans
- Case studies
- Experience owning a renewal or expansion quota
- Proven upsell or cross-sell experience
What Makes You a Strong Fit
- You build trusted, long-term client relationships
- You think proactively rather than waiting for customers to raise issues
- You understand the connection between adoption, customer outcomes, retention, and revenue
- You’re comfortable discussing renewals and expansion opportunities
- You can manage multiple accounts without losing visibility or follow-through
- You communicate confidently with executives and key stakeholders
- You balance customer advocacy with commercial business objectives
What a Typical Day Looks Like
You might start by reviewing customer health dashboards to identify at-risk accounts, upcoming renewals, and expansion opportunities.
Throughout the day, you’ll conduct onboarding sessions, customer check-ins, strategy calls, and QBRs while coordinating with Product, Sales, and Support on customer needs.
You’ll also update account records, track renewal opportunities, follow up with customers, and develop recommendations to improve adoption and account value.
In short: you ensure customers see value, stay engaged, renew successfully, and grow their relationship with the business over time.
Key Metrics for Success
- Net Revenue Retention (NRR): 100%+
- Renewal Rate: 90–95%+
- Churn reduction
- Expansion and upsell revenue
- Product adoption and engagement
- Customer health scores
- NPS and CSAT
- Successful onboarding and time-to-value
- Renewal forecast accuracy
Why This Role Stands Out
- Direct ownership of customer retention and recurring revenue
- Opportunity to manage meaningful long-term client relationships
- Exposure to SaaS customer strategy and account growth
- Cross-functional collaboration with Sales, Product, and Support
- High visibility and ownership in a remote environment
- Career growth into:
- Senior Customer Success Manager
- Strategic Account Manager
- Customer Success Leadership
- Revenue Operations
Interview Process
- Initial Application Review
- Spark Hire Intro Video
- Video Interview
- Practical Task – QBR / Account Strategy Scenario
- Client Interview
- Offer & Background Verification
Apply Now
If you have experience managing customer relationships, driving adoption, protecting renewals, and identifying account growth opportunities, we’d love to hear from you.
Apply today and help turn strong customer outcomes into long-term retention and recurring revenue growth.
#CustomerSuccessManager #CustomerSuccess #AccountManager #SaaSJobs #ClientSuccess #AccountManagement #CustomerRetention #SaaS #Renewals #RemoteJobs #CSM #CustomerExperience
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
