Description
? Customer Success Manager (CSM) – SaaS / B2B Accounts
Full-Time | Remote | U.S. Business Hours
? About the Role
We're hiring a
Customer Success Manager (CSM)
for one of our growing clients.
This role is adecuado for someone who enjoys:
Building strong client relationships
Driving renewals and account growth
Solving problems proactively
Acting as a trusted advisor to customers
You'll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue.
? 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 usage gaps early
Relationship Management
Manage a portfolio of active client accounts
Serve as the primary point of contact for stakeholders
Conduct regular check-ins and strategic business reviews (QBRs)
Customer Health & Retention
Monitor account health using:
Gainsight
ChurnZero
Totango
CRM dashboards
Identify at-risk accounts and proactively re-engage them
Ensure strong renewals and long-term retention
Upsells & Account Growth
Identify upsell and cross-sell opportunities
Partner with sales teams to expand accounts
Support renewal conversations and contract reviews
Cross-Functional Collaboration
Work closely with support, product, and sales teams
Escalate issues and ensure timely resolution
Share customer feedback to improve products and customer experience
? What We're Looking For
2+ years of experience in:
Customer Success
Account Management
Client Success
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 background
Experience managing renewals or revenue targets
Familiarity with:
NPS
CSAT
Customer health scoring
Experience creating client-facing decks, QBRs, or playbooks
? What a Typical Day Looks Like
Review dashboards for:
At-risk accounts
Upsell opportunities
Customer health trends
Lead onboarding calls and QBRs
Coordinate internally with support and product teams
Prepare renewal forecasts and account plans
Update CRM notes and customer health metrics
In short:
you help clients succeed, renew, and grow.
? Success Looks Like
High renewal and retention rates
Strong customer satisfaction (NPS/CSAT)
Expansion revenue growth
Healthy and engaged client accounts
Proactive issue resolution and account management
? Why This Role Stands Out
Fully remote opportunity
Direct ownership of client relationships
Strong growth potential within Customer Success
Exposure to SaaS, B2B, and revenue operations
High-impact role with visibility across teams
? Interview Process
Initial Screening Call
Recruiter Interview
Practical Assessment (QBR or account strategy exercise)
Final Client Interview
Offer & Background Verification
? Apply Now
If you:
Enjoy relationship-building and problem-solving
Thrive in client-facing environments
Want a role focused on retention, growth, and customer experience
This opportunity is a strong fit for you.

📌 Customer Success Manager (México)
🏢 Pavago
📍 México