Customer Success Manager (SaaS / B2B Accounts) – Remote
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) to manage a portfolio of SaaS and B2B customer accounts.
In this role, you’ll build strong client relationships, drive customer adoption, improve retention, and identify opportunities for account growth. You’ll serve as a trusted advisor, helping customers maximize the value of the platform while partnering with internal teams to deliver an outstanding customer experience.
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 adoption gaps early.
Relationship Management
- Manage a portfolio of active client accounts.
- Serve as the primary point of contact for customer stakeholders.
- Conduct regular check-ins and Quarterly Business Reviews (QBRs).
Customer Health & Retention
- Monitor customer health using tools such as:
- Gainsight
- ChurnZero
- Totango
- CRM dashboards
- Identify at-risk accounts and proactively drive re-engagement.
- Support strong renewals and long-term customer retention.
Upsells & Account Growth
- Identify upsell and cross-sell opportunities.
- Partner with the Sales team to grow existing accounts.
- Support renewal conversations and contract reviews.
Cross-Functional Collaboration
- Work closely with Support, Product, and Sales teams.
- Escalate customer issues and ensure timely resolution.
- Share customer feedback to improve products and customer experience.
Required Experience & Skills
- 2+ years of experience in:
- Customer Success
- Client Success
- Account Management
- SaaS Support or Relationship Management
- Strong communication and presentation skills.
- Experience using:
- Salesforce
- HubSpot
- Gainsight
- ChurnZero
- Totango
- Ability to manage multiple client accounts si
📌 Customer Success Manager (México)
🏢 Pavago
📍 México