Customer Success Manager / Account Manager

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 Own
Customer 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 customer needs with business priorities
Take ownership without requiring constant supervision
What Success Looks Like
Strong 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 opportunities
Interview Process
Initial Application
Spark Hire One-Way Video Interview
Video Interview with Pavago Recruiter
Client Interview
Offer & Onboarding
Spark Hire Video Interview – Required
As part of the application process,
all candidates are required to complete a one-way vide