Customer Success Manager at Pavago

Responsibilities:
Onboarding & Adoption:

• Lead client onboarding sessions and establish success criteria.
• Configure accounts, deliver product training, and ensure smooth implementation.
• Track early adoption metrics to identify gaps.

Relationship Management:

• 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.

Proactive Engagement:

• 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.

Support & Escalation:

• Triage support issues and escalate to technical teams as needed.
• Track resolution and ensure client satisfaction post-issue.

Growth & Retention:

• 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.

Reporting & Feedback:

• Prepare reports on client health, usage, and renewal status.
• Capture client feedback and relay to product/engineering teams for improvements.

What Makes You a Perfect Fit:

• Excellent communicator with executive presence and consultative skills.
• Empathetic listener who balances client needs with business objectives.
• Organized multitasker who thrives managing multiple accounts.
• Comfortable owning revenue responsibility through retention and expansion.

Required Experience & Skills (Minimum):

• 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.