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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

1. Initial Application
2. Spark Hire One-Way Video Interview
3. Video Interview with Pavago Recruiter
4. Client Interview
5. Offer & Onboarding

Spark Hire Video Interview – Required

As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.

After completing the first step of your application, you'll receive a Spark Hire invitation by email with instructions to record and submit your video responses.

Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.

Apply Now

If you have experience in customer success, account management, client services, onboarding, or customer relationship management and enjoy building strong, long-term client relationships, we'd love to hear from you.

Apply today and help deliver an exceptional customer experience while supporting retention and account growth.

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