Customer Success Manager (SaaS / B2B Accounts) – RemotePosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleAt Pavago, one of our clients is hiring a Customer Success Manager (CSM) to manage a portfolio of SaaS and B2B customer accounts.In this role, you’ll build strong client relationships, drive customer adoption, improve retention, and identify opportunities for account growth. You’ll serve as a trusted advisor, helping customers maximize the value of the platform while partnering with internal teams to deliver an outstanding customer experience.What You’ll DoClient Onboarding & AdoptionLead onboarding sessions and product training.Help clients successfully implement and adopt the platform.Track onboarding progress and identify adoption gaps early.Relationship ManagementManage a portfolio of active client accounts.Serve as the primary point of contact for customer stakeholders.Conduct regular check-ins and Quarterly Business Reviews (QBRs).Customer Health & RetentionMonitor customer health using tools such as:GainsightChurnZeroTotangoCRM dashboardsIdentify at-risk accounts and proactively drive re-engagement.Support strong renewals and long-term customer retention.Upsells & Account GrowthIdentify upsell and cross-sell opportunities.Partner with the Sales team to grow existing accounts.Support renewal conversations and contract reviews.Cross-Functional CollaborationWork closely with Support, Product, and Sales teams.Escalate customer issues and ensure timely resolution.Share customer feedback to improve products and customer experience.Required Experience & Skills2+ years of experience in:Customer SuccessClient SuccessAccount ManagementSaaS Support or Relationship ManagementStrong communication and presentation skills.Experience using:SalesforceHubSpotGainsightChurnZeroTotangoAbility to manage multiple client accounts simultaneously.Strong problem-solving and relationship-building skills.Nice to HaveSaaS or B2B technology experience.Experience managing renewals or revenue targets.Familiarity with:NPSCSATCustomer health scoringExperience creating QBRs, client presentations, or customer playbooks.What a Typical Day Looks LikeReview customer health dashboards and identify at-risk accounts.Lead onboarding sessions and Quarterly Business Reviews.Coordinate with Product, Support, and Sales teams.Prepare renewal forecasts and account plans.Update CRM records and customer health metrics.In short: You’ll help customers succeed, renew, and grow while building long-term relationships that drive business success.Interview ProcessApplication ReviewSpark Hire Intro Video (3–5 minutes)Recruiter InterviewPractical Assessment (QBR or Account Strategy Exercise)Client InterviewOffer & OnboardingWhat Happens After You ApplyAfter submitting your application, you’ll receive an email invitation from Spark Hire to record a short 3–5 minute Intro Video. This is the first step in our hiring process and can be completed whenever it’s convenient for you.Instead of multiple screening calls, you’ll have one opportunity to introduce yourself, highlight your experience managing customer relationships, driving renewals, and supporting account growth. You’ll also have the chance to demonstrate your communication style and customer success approach before moving forward in the interview process.You can record your video as many times as you’d like before submitting it—only your final version will be reviewed.Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after applying.Apply NowIf you enjoy building client relationships, solving problems proactively, and helping customers achieve long-term success, we’d love to hear from you. Apply today and join a team focused on customer retention, growth, and exceptional service.
Customer Success Manager (SaaS / B2B Accounts) – Remote
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) to manage a portfolio of SaaS and B2B customer accounts.
In this role, you’ll build strong client relationships, drive customer adoption, improve retention, and identify opportunities for account growth. You’ll serve as a trusted advisor, helping customers maximize the value of the platform while partnering with internal teams to deliver an outstanding customer experience.
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 adoption gaps early.
Relationship Management
- Manage a portfolio of active client accounts.
- Serve as the primary point of contact for customer stakeholders.
- Conduct regular check-ins and Quarterly Business Reviews (QBRs).
Customer Health & Retention
- Monitor customer health using tools such as:
- Gainsight
- ChurnZero
- Totango
- CRM dashboards
- Identify at-risk accounts and proactively drive re-engagement.
- Support strong renewals and long-term customer retention.
Upsells & Account Growth
- Identify upsell and cross-sell opportunities.
- Partner with the Sales team to grow existing accounts.
- Support renewal conversations and contract reviews.
Cross-Functional Collaboration
- Work closely with Support, Product, and Sales teams.
- Escalate customer issues and ensure timely resolution.
- Share customer feedback to improve products and customer experience.
Required Experience & Skills
- 2+ years of experience in:
- Customer Success
- Client Success
- Account Management
- 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 experience.
- Experience managing renewals or revenue targets.
- Familiarity with:
- NPS
- CSAT
- Customer health scoring
- Experience creating QBRs, client presentations, or customer playbooks.
What a Typical Day Looks Like
- Review customer health dashboards and identify at-risk accounts.
- Lead onboarding sessions and Quarterly Business Reviews.
- Coordinate with Product, Support, and Sales teams.
- Prepare renewal forecasts and account plans.
- Update CRM records and customer health metrics.
In short: You’ll help customers succeed, renew, and grow while building long-term relationships that drive business success.
Interview Process
- Application Review
- Spark Hire Intro Video (3–5 minutes)
- Recruiter Interview
- Practical Assessment (QBR or Account Strategy Exercise)
- Client Interview
- Offer & Onboarding
What Happens After You Apply
After submitting your application, you’ll receive an email invitation from Spark Hire to record a short 3–5 minute Intro Video. This is the first step in our hiring process and can be completed whenever it’s convenient for you.
Instead of multiple screening calls, you’ll have one opportunity to introduce yourself, highlight your experience managing customer relationships, driving renewals, and supporting account growth. You’ll also have the chance to demonstrate your communication style and customer success approach before moving forward in the interview process.
You can record your video as many times as you’d like before submitting it—only your final version will be reviewed.
Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after applying.
Apply Now
If you enjoy building client relationships, solving problems proactively, and helping customers achieve long-term success, we’d love to hear from you. Apply today and join a team focused on customer retention, growth, and exceptional service.
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!"
