Remote SaaS Customer Success Manager - Growth & Renewals

Pavago; Philippines; Remote; PHP 3,745,000 - 5,618,000; Full time

Job summary

Pavago is seeking a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue. This is not a support-only role.

You will manage a portfolio of 20–40 client accounts, lead onboarding, train customers, and ensure smooth implementation. You will monitor usage, identify risks early, and own renewal and expansion opportunities within a remote, US-hours setup.

Qualifications

• 2–3+ years in Customer Success, Account Management or client-facing roles.
• Strong communication skills with executive presence and relationship-building ability.
• Focus on revenue retention and expansion, not just support.

Responsibilities

• Onboard clients, drive product adoption, and define success criteria.
• Manage 20–40 client accounts; be primary point of contact; build stakeholder relationships.
• Monitor usage with Gainsight/ChurnZero/Totango; identify at-risk accounts and execute re-engagement plans; deliver QBRs.
• Coordinate support, triage issues, and work with product/technical teams to resolve escalations.
• Identify upsell/cross-sell opportunities; own renewal pipeline and contracts; collaborate with Sales.
• Track client health, usage metrics, and renewal status; collect and share feedback with Product.

Skills

Customer Success

Account Management

Communication

Relationship building

Proactivity

Tools

Gainsight

ChurnZero

Totango

Job description

Pavago is seeking a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue. This is not a support-only role.

You will manage a portfolio of 20–40 client accounts, lead onboarding, train customers, and ensure smooth implementation. You will monitor usage, identify risks early, and own renewal and expansion opportunities within a remote, US-hours setup.