Customer Success Manager

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.