Account Manager - Customer Retention & Upselling

Pavago; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Pavago is seeking an Account Manager to manage a portfolio of existing customer accounts, strengthen relationships, and drive renewal and expansion revenue in a remote role.

You will conduct regular account reviews, identify renewal risks, and proactively pursue upsell and cross-sell opportunities while coordinating with internal teams to resolve issues and maintain accurate CRM records.

Qualifications

• 2+ years of account management, customer success, or sales experience.
• Strong customer relationship-building skills.
• Commercial mindset with experience identifying expansion opportunities.
• Strong communication and problem-solving ability.
• Experience working with CRM systems.
• Comfortable managing multiple customer accounts simultaneously.
• Results-driven and comfortable working against retention and revenue KPIs.

Responsibilities

• Manage a portfolio of existing customer accounts and conduct regular account reviews.
• Build relationships with key stakeholders and identify renewal risks.
• Identify upsell and cross-sell opportunities based on customer needs.
• Coordinate internally to resolve customer issues and maintain accurate CRM notes, opportunities, and forecasts.
• Aim to achieve retention and expansion revenue targets.

Skills

Account management

CRM experience

Relationship building

Communication

Problem solving

Tools

CRM systems

Job description

Account Manager – Customer Retention & Upselling | Remote

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring an Account Manager to manage existing customer relationships, improve retention, and drive expansion revenue.

You’ll own a portfolio of customers, build strong stakeholder relationships, identify renewal risks, and uncover upsell and cross-sell opportunities based on customer needs.

What You’ll Do

• Manage a portfolio of existing customer accounts
• Conduct regular account reviews and customer check-ins
• Build relationships with key stakeholders
• Identify renewal risks and proactively resolve concerns
• Identify upsell and cross-sell opportunities
• Recommend additional products or services based on customer needs
• Coordinate internally to resolve customer issues
• Maintain accurate account notes, opportunities, and forecasts in the CRM
• Achieve retention and expansion revenue targets

Requirements

• 2+ years of account management, customer success, or sales experience
• Strong customer relationship-building skills
• Commercial mindset with experience identifying expansion opportunities
• Strong communication and problem-solving ability
• Experience working with CRM systems
• Comfortable managing multiple customer accounts simultaneously
• Results-driven and comfortable working against retention and revenue KPIs

What Success Looks Like

• Strong customer retention and renewal rates
• Consistent upsell and cross-sell revenue
• Healthy, engaged customer relationships
• Early identification of at-risk accounts
• Accurate CRM and account forecasting
• Consistent achievement of expansion targets

Interview Process

1. Initial Screening Call
2. Spark Hire Video Interview
3. Recruiter Interview
4. Client Interview
5. Offer & Onboarding