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 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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Originally posted on Himalayas