Pavago is a modern global talent and consulting company dedicated to connecting businesses with exceptional professionals while simplifying hiring processes and supporting long-term organizational success. The company partners with fast-growing startups, scale-ups, and established enterprises across multiple industries, offering tailored talent solutions that emphasize performance, accountability, and sustainable growth. With a strong focus on client outcomes and relationship-driven engagement, Pavago goes beyond traditional recruitment and staffing. The organization works closely with its clients to ensure successful onboarding, adoption, and ongoing value realization from the talent and solutions it provides. This commitment to excellence has positioned Pavago as a trusted partner for companies seeking reliable, results-oriented professionals. Pavago fosters a culture of ownership, collaboration, and continuous improvement, making it an ideal workplace for professionals who enjoy client interaction, problem-solving, and driving measurable impact.

Pavago is seeking a highly motivated and client-focused Customer Success Manager (CSM) to join its growing team. This role is central to ensuring that clients achieve their desired outcomes while working with Pavago’s services and solutions. The successful candidate will act as a trusted advisor, guiding clients from onboarding through adoption, retention, and growth. As a Customer Success Manager, you will manage a portfolio of active client accounts, proactively monitor engagement and performance, and ensure high levels of customer satisfaction. You will collaborate closely with internal teams—including sales, support, and technical teams—to resolve issues, identify opportunities, and strengthen long-term client relationships. This role is ideal for someone who enjoys balancing relationship management, data-driven decision-making, and revenue responsibility, while working in a fast-paced, results-oriented environment.

1. Client Onboarding & Adoption
2. Lead structured client onboarding sessions, ensuring a smooth and positive start to the customer journey.
3. Establish clear success criteria aligned with client goals and business objectives.
4. Configure client accounts, deliver product or service training, and guide clients through implementation.
5. Monitor early adoption metrics to identify usage gaps and proactively address challenges.
6. Ensure clients understand platform features, workflows, and best practices.
7. Relationship & Account Management
8. Manage a portfolio of approximately 20–40 active client accounts, depending on client size and complexity.
9. Serve as the primary point of contact for key client stakeholders.
10. Build strong, trust-based relationships with clients at various organizational levels.
11. Conduct regular check-ins to review performance, discuss challenges, and align on next steps.
12. Facilitate strategic reviews to ensure ongoing alignment with client objectives.
13. Proactive Client Engagement
14. Monitor product usage and engagement metrics using tools such as Gainsight, ChurnZero, Totango, or custom dashboards.
15. Identify early warning signs of disengagement or dissatisfaction.
16. Execute predefined playbooks to re-engage at-risk accounts and improve outcomes.
17. Deliver Quarterly Business Reviews (QBRs) to demonstrate value, ROI, and progress toward goals.
18. Partner with clients to refine success plans and long-term strategies.
19. Support Coordination & Escalation
20. Act as the first point of escalation for client issues or concerns.
21. Triage support requests and coordinate with technical or operations teams for resolution.
22. Track issue progress and ensure timely resolution.
23. Follow up post-resolution to confirm client satisfaction and restore confidence.
24. Advocate for clients internally to ensure their needs are addressed effectively.
25. Growth, Retention & Revenue Ownership
26. Identify upsell and cross-sell opportunities based on client needs, usage patterns, and goals.
27. Collaborate with sales teams to expand existing accounts while maintaining strong client trust.
28. Manage renewal cycles, tracking renewal pipelines and key dates.
29. Prepare renewal documentation and contracts for internal and client review.
30. Take ownership of retention metrics and contribute directly to revenue growth.
31. Reporting, Feedback & Continuous Improvement
32. Prepare regular reports on client health, usage, renewals, and engagement metrics.
33. Maintain accurate account records within CRM and customer success platforms.
34. Capture client feedback, insights, and feature requests.
35. Share feedback with product and engineering teams to drive service improvements.
36. Contribute to refining internal customer success processes and playbooks.

Professional Experience

1. 2–3 years of experience in customer success, account management, or a similar client-facing role.
2. Proven track record of managing client relationships and driving renewals.
3. Experience handling multiple accounts with varying levels of complexity.

Technical & Tools Proficiency

1. Proficiency in CRM systems such as Salesforce or HubSpot.
2. Hands-on experience with customer success platforms like Gainsight, ChurnZero, or Totango.
3. Ability to interpret usage data and customer health metrics.

Communication & Interpersonal Skills

1. Strong presentation and facilitation skills for client reviews and demonstrations.
2. Excellent written and verbal communication skills.
3. Ability to engage confidently with senior stakeholders and decision-makers.

Personal Attributes

1. Strong sense of ownership and accountability.
2. Ability to multitask and prioritize effectively.
3. Empathetic, solutions-oriented mindset.
4. Comfortable working in a fast-paced, client-driven environment.