The role of the Customer Success Manager at Pavago is crucial for connecting businesses with top talent, streamlining hiring processes, and providing comprehensive support for long-term success. The core focus of this position is maximizing client satisfaction, driving product adoption, and ensuring high retention and growth across a dedicated portfolio of accounts.
Responsibilities
1. 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.
2. 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.
3. Proactive Engagement:
- Monitor product usage through platforms like 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.
4. Support & Escalation:
- Triage support issues and escalate to technical teams as needed.
- Track resolution and ensure client satisfaction post-issue.
5. 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.
6. Reporting & Feedback:
- Prepare reports on client health, usage, and renewal status.
- Capture client feedback and relay to product/engineering teams for improvements.
Required Experience, Skills, and Attributes
This role requires a candidate who demonstrates excellent communication skills with executive presence and consultative abilities. The ideal fit is an empathetic listener who balances client needs with business objectives, is an organized multitasker capable of managing multiple accounts, and comfortable owning revenue responsibility through retention and expansion.
Minimum Requirements:
- A minimum of 2–3 years of experience in customer success, account management, or other client-facing roles.
- Academic qualification of BA/BSc/HND.
- Proficiency with CRM systems (e.g., Salesforce, HubSpot).
- Proficiency with CS platforms (e.g., Gainsight, ChurnZero, Totango).
- Strong presentation skills suitable for client-facing reviews and demonstrations.
- Proven ability to manage client relationships and successfully drive renewals.
 LTD.png){kind=logo}