Description
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
- ChurnZe
📌 Customer Success Manager (Perú)
🏢 Pavago
📍 Perú