Customer Success Manager

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October 14

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Pavago

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Recruitment • B2B • HR Tech

Pavago is a company specializing in offshore recruitment, offering comprehensive solutions to secure top global talent for operations, sales, marketing, and more at significantly reduced costs. Pavago provides an all-in-one service that includes talent acquisition, hiring, onboarding, payroll management, and compliance assurance. With a focus on sourcing the top 1% of offshore talent, Pavago simplifies the recruitment process through a proven five-step method that ensures cultural and skill fit. Catering to small and medium-sized businesses, Pavago is a partner in operational and administrative functions, allowing businesses to focus on growth while benefiting from dedicated support and ongoing training packages.

2 - 10 employees

🎯 Recruiter

🤝 B2B

👥 HR Tech

📋 Description

• Lead client onboarding sessions and establish success criteria. • Configure accounts, deliver product training, and ensure smooth implementation. • Track early adoption metrics to identify gaps. • 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. • 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. • Triage support issues and escalate to technical teams as needed. • Track resolution and ensure client satisfaction post-issue. • 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. • Prepare reports on client health, usage, and renewal status. • Capture client feedback and relay to product/engineering teams for improvements.

🎯 Requirements

• 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.