Customer Success Manager
WFA Digital Insight
The demand for customer success managers has surged 25% in the past year, driven by the need for companies to retain clients and drive revenue growth. With the rise of remote work, companies like Pavago are looking for skilled professionals who can manage client relationships and drive product adoption. To succeed in this role, candidates need to have strong relationship-building skills, experience with CRM platforms like HubSpot and Salesforce, and a proactive approach to customer success. Before applying, candidates should be aware of the importance of retention and expansion in the SaaS industry and be prepared to showcase their skills in managing client accounts and driving renewals.
Job Description
About the Role
Pavago is seeking a Customer Success Manager to join their team in Panama. As a Customer Success Manager, you will be responsible for managing a portfolio of client accounts, driving product adoption, and protecting and growing revenue. You will work closely with the sales, support, and product teams to ensure customers achieve measurable value and expand their accounts over time.The ideal candidate will have 2-3 years of experience in customer success or account management, with a strong background in SaaS or service roles. You will be comfortable working in a fast-paced environment, managing multiple accounts, and prioritizing tasks to meet deadlines.
What You Will Do
- Manage a portfolio of 20-40 client accounts and act as the primary point of contact for customer relationships
- Lead customer onboarding and implementation processes, defining customer success criteria and onboarding goals
- Configure accounts and deliver onboarding sessions or training to ensure smooth adoption and time-to-value
- Monitor early usage and proactively close adoption gaps
- Conduct regular check-ins, strategic reviews, and customer success calls to build strong relationships with stakeholders, decision-makers, and executive contacts
- Identify churn risks and low adoption, executing re-engagement strategies and retention playbooks to ensure customers consistently realize ROI and product value
- Collaborate with sales teams on account growth strategies, preparing renewal documentation, contracts, and account recommendations
- Maintain visibility into renewal timelines, expansion pipeline, and account risks
- Track and report client health scores, usage metrics, retention metrics, and renewal status, capturing customer feedback and sharing insights internally
What We Are Looking For
- 2-3 years of experience in customer success, account management, or similar roles
- Proven experience managing customer accounts, driving renewals, and maintaining client relationships
- Experience with Salesforce, HubSpot, or similar CRM platforms
- Strong presentation and communication skills, comfortable leading QBRs, demos, and strategic client reviews
- Strong organizational and account management abilities
- Ability to work in a fast-paced environment, prioritizing tasks to meet deadlines
- Strong executive presence and communication skills
Nice to Have
- 3-5 years of CSM or account management experience
- SaaS, B2B technology, or professional services background
- Familiarity with NPS, CSAT, customer health scoring, and creating customer playbooks, client decks, and case studies
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing company in the SaaS industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work arrangement
- Access to cutting-edge tools and technologies
- Recognition and rewards for outstanding performance
How to Stand Out
- Develop a strong understanding of CRM platforms like HubSpot and Salesforce to manage client accounts and drive product adoption
- Create a portfolio that showcases your experience in customer success, account management, and client relationships
- Prepare to discuss your approach to customer success, including strategies for driving renewals and expansion
- Research the company and the SaaS industry to understand the market context and trends
- Practice your presentation and communication skills to effectively lead QBRs, demos, and strategic client reviews
- Be prepared to negotiate your salary and benefits package based on your experience and qualifications
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