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 a Customer Success Manager / Account Manager to manage and strengthen relationships with existing customers, support onboarding, maintain customer satisfaction, and improve retention.This is a client-facing role focused on relationship 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 Management Serve as a primary point of contact for assigned customers Build strong, long-term relationships with clients Conduct regular customer check-ins and account conversations Understand each customer's goals, priorities, and expectations Maintain professional, responsive communication throughout the customer lifecycleCustomer Onboarding & Implementation Support new customers through onboarding and implementation Help customers understand processes, services, and next steps Coordinate internally to ensure a smooth transition after the sale Track onboarding progress and follow up on outstanding actions Ensure customers have a strong experience from the beginning of the relationshipCustomer Success & Value Understand what success looks like for each customer Ensure customers receive ongoing value from the company's services Proactively identify opportunities to improve the customer experience Conduct regular check-ins to understand satisfaction and changing needs Maintain consistent engagement across assigned accountsRetention & Risk Management Identify customer concerns and potential retention risks early Address issues proactively before they Escalate Handle difficult customer conversations professionally Coordinate with internal teams to resolve customer issues Follow through until concerns are fully addressed Help maintain strong customer satisfaction and retentionAccount Growth Identify potential upsell and cross-sell opportunities Recognize additional customer needs during account conversations Coordinate appropriate opportunities with internal teams Support long-term account growth through strong customer relationshipsCRM & Account Management Maintain accurate customer and account records in the CRM Document conversations, concerns, follow-ups, and next steps Keep account information organized and current Track outstanding customer requests and commitments Ensure important follow-ups are completed on timeRequirements2+ years of experience in 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 hoursExperience 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 customers Communicate clearly, professionally, and confidently Proactively identify problems instead of waiting for complaints Stay calm during challenging customer conversations Follow through consistently on commitments Care about customer satisfaction and long-term retention Can balance customer needs with business priorities Take ownership without requiring constant supervisionWhat Success Looks LikeStrong customer satisfaction and account relationships Smooth and organized customer onboarding Consistent customer communication and check-ins Early identification and resolution of retention risks Strong customer retention Timely resolution of customer concerns Accurate and organized CRM records Identification of appropriate upsell and cross-sell opportunitiesInterview ProcessInitial Application Spark Hire One-Way Video Interview Video Interview with Pavago Recruiter Client Interview Offer & Onboarding Spark 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 a Spark Hire invitation by email with instructions to record and submit your video responses.Completion of the Spark Hire video is required to be considered for the next stage.
Please check your inbox as well as your spam or junk folder for the invitation.
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📌 Customer Success Manager / Account Manager (Hermosillo)
🏢 Pavago
📍 Hermosillo