Pavago

Customer Success Manager

Pavago

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇰 Pakistan

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Job Level

JuniorMid-Level

About the role

  • Lead client onboarding sessions and establish success criteria.
  • Configure accounts, deliver product training, and ensure smooth implementation.
  • Track early adoption metrics to identify gaps.
  • Manage a portfolio of 20–40 active accounts, depending on client size.
  • Serve as the primary point of contact for client stakeholders.
  • Conduct regular check-ins and strategic reviews.
  • Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards.
  • Identify at-risk accounts early and execute playbooks to re-engage them.
  • Deliver quarterly business reviews (QBRs) to align on goals and ROI.
  • Triage support issues and escalate to technical teams as needed.
  • Track resolution and ensure client satisfaction post-issue.
  • Identify upsell/cross-sell opportunities based on client needs.
  • Collaborate with sales teams to expand accounts while maintaining renewals.
  • Track renewal pipeline and prepare contracts for review.
  • Prepare reports on client health, usage, and renewal status.
  • Capture client feedback and relay to product/engineering teams for improvements.

Requirements

  • 2–3 years in customer success, account management, or client-facing roles.
  • Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango).
  • Strong presentation skills for client-facing reviews and demos.
  • Proven ability to manage client relationships and drive renewals.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
client onboardingproduct trainingearly adoption metricsaccount managementupsellcross-sellreport preparationissue resolutionstrategic reviewsbusiness reviews
Soft skills
communicationrelationship managementpresentation skillscollaborationproblem-solvingclient satisfactionstakeholder engagementorganizational skillsproactive approachfeedback relay