Description
Customer Success Manager / Account Manager – Client Retention & Growth

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 / 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 lifecycle

Customer 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 relationship

Customer 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 accounts

Retention & 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 retention

Account 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 relationships

CRM & 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 time

Requirements

- 2+ years of experience in customer success, account management, client services, or a related client-facing role
- Excellent spoken and written English
- Strong relationship-building and communication skills
- Ability to handle difficult customer conversations professionally
- Strong organization and follow-through
- Ability to manage multiple customer relationships simultaneously
- Comfortable taking ownership of customer concerns through resolution
- CRM experience preferred
- Comfortable working independently in a remote environment
- Ability to overlap with U.S. business hours

Nice to Have

- Experience managing a portfolio of customer accounts
- Experience supporting customer onboarding or implementation
- Familiarity with CRM platforms such as HubSpot or Salesforce
- Experience identifying upsell or cross-sell opportunities
- Experience working with U.S.-based customers
- Background in B2B services, SaaS, agencies, or other client-focused businesses

What Makes You a Strong Fit

You’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 cus

📌 Customer Success Manager (México)
🏢 Pavago
📍 México