Customer Success Manager / Account Manager – Client Retention & GrowthPosition Type:Full-Time, RemoteWorking Hours:U.S. Business HoursAbout the RoleAt Pavago, one of our clients is hiring aCustomer Success Manager / Account Managerto manage and strengthen relationships with existing customers, support onboarding, maintain customer satisfaction, and improve retention.This is a client-facing role focused onrelationship management, customer onboarding, account health, retention, and long-term customer value.You'll serve as a primary point of contact for assigned customers, understand their goals, ensure they receive value from the company's services, and proactively address concerns before they become retention risks.If you're a strong communicator who enjoys building lasting client relationships and taking ownership of the customer experience, this role is a strong fit.What You'll OwnCustomer Relationship ManagementServe as a primary point of contact for assigned customersBuild strong, long-term relationships with clientsConduct regular customer check-ins and account conversationsUnderstand each customer's goals, priorities, and expectationsMaintain professional, responsive communication throughout the customer lifecycleCustomer Onboarding & ImplementationSupport new customers through onboarding and implementationHelp customers understand processes, services, and next stepsCoordinate internally to ensure a smooth transition after the saleTrack onboarding progress and follow up on outstanding actionsEnsure customers have a strong experience from the beginning of the relationshipCustomer Success & ValueUnderstand what success looks like for each customerEnsure customers receive ongoing value from the company's servicesProactively identify opportunities to improve the customer experienceConduct regular check-ins to understand satisfaction and changing needsMaintain consistent engagement across assigned accountsRetention & Risk ManagementIdentify customer concerns and potential retention risks earlyAddress issues proactively before they escalateHandle difficult customer conversations professionallyCoordinate with internal teams to resolve customer issuesFollow through until concerns are fully addressedHelp maintain strong customer satisfaction and retentionAccount GrowthIdentify potentialupsell and cross-sell opportunitiesRecognize additional customer needs during account conversationsCoordinate appropriate opportunities with internal teamsSupport long-term account growth through strong customer relationshipsCRM & Account ManagementMaintain accurate customer and account records in the CRMDocument conversations, concerns, follow-ups, and next stepsKeep account information organized and currentTrack outstanding customer requests and commitmentsEnsure important follow-ups are completed on timeRequirements2+ years of experiencein customer success, account management, client services, or a related client-facing roleExcellent spoken and written EnglishStrong relationship-building and communication skillsAbility to handle difficult customer conversations professionallyStrong organization and follow-throughAbility to manage multiple customer relationships simultaneouslyComfortable taking ownership of customer concerns through resolutionCRM experience preferredComfortable working independently in a remote environmentAbility to overlap with U.S. business hoursNice to HaveExperience managing a portfolio of customer accountsExperience supporting customer onboarding or implementationFamiliarity with CRM platforms such as HubSpot or SalesforceExperience identifying upsell or cross-sell opportunitiesExperience working with U.S.-based customersBackground in B2B services, SaaS, agencies, or other client-focused businessesWhat Makes You a Strong FitYou'll likely thrive in this role if you:Naturally build strong relationships with customersCommunicate clearly, professionally,



and confidentlyProactively identify problems instead of waiting for complaintsStay calm during challenging customer conversationsFollow through consistently on commitmentsCare about customer satisfaction and long-term retentionCan balance customer needs with business prioritiesTake ownership without requiring constant supervisionWhat Success Looks LikeStrong customer satisfaction and account relationshipsSmooth and organized customer onboardingConsistent customer communication and check-insEarly identification and resolution of retention risksStrong customer retentionTimely resolution of customer concernsAccurate and organized CRM recordsIdentification of appropriate upsell and cross-sell opportunitiesInterview ProcessInitial ApplicationSpark Hire One-Way Video InterviewVideo Interview with Pavago RecruiterClient InterviewOffer & OnboardingSpark Hire Video Interview – RequiredAs part of the application process,all candidates are required to complete a one-way video interview through Spark Hire.After completing the first step of your application, you'll receive aSpark Hire invitation by emailwith instructions to record and submit your video responses.Completion of the Spark Hire video isrequired to be considered for the next stage.
Please check your inbox as well as your spam or junk folder for the invitation.Apply NowIf you have experience incustomer success, account management, client services, onboarding, or customer relationship managementand enjoy building strong, long-term client relationships, we'd love to hear from you.Apply today and help deliver an exceptional customer experience while supporting retention and account growth.
#CustomerSuccessManager #AccountManager #CustomerSuccess #AccountManagement #ClientSuccess #ClientServices #CustomerRetention #CustomerExperience #CRM #RemoteJobs #RemoteWork

📌 Customer Success Manager / Account Manager (México)
🏢 Empresa reconocida
📍 México