Customer Success Manager / Account Manager

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