Description
Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – Remote
Full-Time | Remote | U.S. Business Hours
About the Role
We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own customer relationships, drive product adoption, and protect and grow recurring revenue.
This is not a support-only role.
You’ll be responsible for:
- Client onboarding
- Product adoption
- Account management
- Renewals and retention
- Upsell and expansion opportunities
- Customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:
- Sales
- Product
- Support
- Leadership

to ensure customers see measurable value and remain long-term partners.
If you think in terms of:
- Retention
- Expansion
- Customer outcomes
- Revenue growth
- Proactive relationship management

this role is a strong fit.
What You’ll Own
Customer Onboarding & Product Adoption
- Lead onboarding and implementation processes for new clients
- Define customer success goals and adoption milestones
- Deliver:




- Training sessions
- Onboarding walkthroughs
- Product guidance
- Ensure smooth implementation and time-to-value
- Monitor early adoption and proactively close usage gaps

Account & Relationship Management
- Manage a portfolio of 20–40 client accounts
- Serve as the primary point of contact for customer relationships
- Build strong relationships with:
- Executives
- Stakeholders
- End users
- Conduct:
- Recurring check-ins
- Strategy calls
- Quarterly Business Reviews (QBRs)
- Maintain strong engagement and long-term account health

Proactive Client Engagement & Retention
- Monitor account health using platforms such as:
- Gainsight
- ChurnZero
- Totango
- Identify:
- Adoption risks
- Churn indicators
- Engagement gaps
- Execute re-engagement and retention playbooks proactively
- Align customer outcomes with measurable ROI and business goals

Support Coordination & Escalation Management
- Triage and coordinate

📌 Customer Success Manager (Perú)
🏢 Pavago
📍 Perú