Customer Success Manager at Pavago in South Africa, South Africa

Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours

Position Type: Full-Time, Remote Working Hours: U.S. client business hours

About the Role

We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue.

This is not a support-only role.

You will:

• Manage a portfolio of accounts
• Drive onboarding and adoption
• Identify risks early and prevent churn
• Own renewals and expansion opportunities

If you think in terms of retention, expansion, and client value — this role is built for you.

What You’ll Own

1. Onboarding & Product Adoption

• Lead onboarding and define success criteria
• Configure accounts and deliver training
• Ensure smooth implementation
• Track early adoption and close gaps

2. Account & Relationship Management

• Manage 20–40 client accounts
• Act as the primary point of contact
• Build strong relationships with stakeholders
• Conduct regular check-ins and strategic calls

3. Proactive Client Engagement

• Monitor usage via:
  • Gainsight
  • ChurnZero
  • Totango
• Identify at-risk accounts early
• Execute re-engagement playbooks
• Deliver Quarterly Business Reviews (QBRs) aligned with ROI

4. Support Coordination & Escalation

• Triage client issues and escalate internally
• Work with product/technical teams for resolution
• Ensure issues are fully resolved and clients are satisfied

5. Revenue Growth & Retention

• Identify upsell and cross-sell opportunities
• Collaborate with sales teams on expansion
• Own renewal pipeline and timelines
• Prepare contracts and ensure smooth renewals

6. Reporting & Feedback Loop

• Track and report:
  • Client health
  • Usage metrics
  • Renewal status
• Capture client feedback and share with product teams
• Improve overall customer experience

What Makes You a Strong Fit

• You think in revenue (retention + expansion), not just support
• You’re a strong communicator with executive presence
• You balance:
  • Client advocacy
  • Business outcomes
• You’re proactive — not reactive
• You can manage multiple accounts without dropping the ball

Must-Have Requirements

• 2–3+ years in:
  • Customer Success
  • Account Management
  • Client-facing roles
• Experience with:
  • Salesforce or HubSpot
  • CS platforms (e.g., Gainsight, ChurnZero, Totango)
• Strong presentation skills (QBRs, demos, client reviews)
• Proven ability to:
  • Manage accounts
  • Drive renewals

Nice to Have

• 3–5 years CSM/AM experience with revenue targets
• SaaS, B2B tech, or professional services background
• Familiarity with:
  • NPS / CSAT
  • Customer health scoring
• Experience creating:
  • Playbooks
  • Client decks
  • Case studies

What a Typical Day Looks Like

• Review dashboards for:
  • At-risk accounts
  • Growth opportunities
• Conduct client calls (onboarding, check-ins, QBRs)
• Coordinate internally with:
  • Support
  • Product
  • Sales
• Track renewals and expansion opportunities
• Update CRM and health scores
• Prepare insights and recommendations

In short: You ensure customers see value, stay, and grow.

Key Metrics (KPIs)

• Net Revenue Retention (NRR) ≥ 100%
• Renewal rate ≥ 90–95%
• Expansion / upsell revenue
• Client health score improvement
• NPS / CSAT performance

Why This Role Stands Out

• Direct ownership of revenue retention + growth
• High-impact role across product, sales, and customer experience
• Strong exposure to client strategy and decision-making
• Opportunity to build long-term client relationships
• Remote flexibility with structured expectations

Interview Process

• Initial Phone Screen
• Video Interview
• Practical Task (QBR / account strategy scenario)
• Client Interview
• Offer & Background Verification

Apply Now

If you’re someone who:

• Builds strong client relationships
• Thinks in retention and expansion
• Drives outcomes, not just activity

This role is a strong fit.