Customer Success ManagerPavago • Albuquerque, NM, US
Customer Success Manager
Pavago • Albuquerque, NM, US
19 days ago
Job type
- Full-time
Job descriptionExcellent communicator with executive presence and consultative skills. Empathetic listener who balances client needs with business objectives. Organized multitasker who thrives managing multiple accounts. Comfortable owning revenue responsibility through retention and expansion. 23 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. 35 years CSM / AM experience with revenue targets. Industry background in SaaS, professional services, or B2B technology. Familiarity with NPS, CSAT, and customer health scoring. Experience creating client-facing collateral (playbooks, decks, case studies). Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. Hold client calls, ranging from onboarding sessions to strategic QBRs. Coordinate internally with support, product, and sales to resolve issues or align strategies. Prepare renewal forecasts and track contract timelines. Document client interactions in CRM and update health scores. End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence : you are the client's trusted advisor and the company's revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Net Revenue Retention (NRR) ? 100%. Renewal rate ? 9095%. Expansion / upsell targets achieved. Client health scores consistently maintained / improved. Positive client satisfaction scores (NPS, CSAT). Initial Phone Screen Video Interview with Pavago Recruiter Practical Task (e.g., roleplay a QBR or prepare an account health plan) Client Interview with Sales / CS Leadership Offer & Background Verification
Customer Success Manager
Position Type : Full-Time, Remote Working Hours : U.S. client business hours (with flexibility for client calls, QBRs, and support escalations)
About the Role : Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client's advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships.
Responsibilities :
- 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 2040 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.
What Makes You a Perfect Fit :
Required Experience & Skills (Minimum) :
Ideal Experience & Skills :
What Does a Typical Day Look Like? A CSM's day revolves around driving client value and ensuring account health. You will :
Key Metrics for Success (KPIs) :
Interview Process :
Create a job alert for this search
Customer Manager • Albuquerque, NM, US
Related jobs
Compensation for this role is based on a number of factors, including but not limited to experience, education, and other business and organizational considerations.
Department : Operating Room - SRM...Show more
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accel...Show more
Customer Success Manager, Enterprise.Muck Rack is the leading SaaS platform for public relations and communications professionals.
Our mission is to enable organizations to build trust, tell their s...Show more
We’re offering a role for someone who wants to lead their own side-income project in their spare time.You’ll explore various proven side hustles, select the ones that fit your lifestyle, and run th...Show more
Risk & Quality Performance Manager.The Risk & Quality Performance Manager position will support Molina's Risk & Quality Solutions (RQS) team.
This position collaborates with various departments and ...Show more
The Service Provider Customer Success Management Team supports our partners in our Premier Success Program in meeting their goals using the Relativity suite of products.
The team guides overall valu...Show more
Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries.
Our growth is driven by delivering re...Show more
At Appspace, we're passionate about creating better work experiences for people everywhere, and we're looking for people that feel the same way.
Our global office locations and flexible work culture...Show more
Senior Enterprise Customer Success Manager - Bilingual (Spanish) Required.An awesome opportunity has arisen for a Senior Customer Success Manager to join our team! This is a full time role that wil...Show more
Senior Manager, Capacity Planning.Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.A place ...Show more
Senior Customer Success Manager.At Twilio, we're shaping the future of communications, all from the comfort of our homes.
We deliver innovative solutions to hundreds of thousands of businesses and e...Show more
Graduate Customer Success Manager.The role of a Customer Success Manager at Canonical.Customer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, f...Show more
We believe in the power and joy of learning.At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning.We are bonded by our sha...Show more
As a Client Success Manager (CSM), the candidate will play a critical role in managing client relationships and enhancing the customer journey with the goal of maintaining overall satisfaction with...Show more)
Our team members are at the heart of everything we do.At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on ...Show more
Earn up to $15 / hour + performance bonuses.Outlier, a platform owned and operated by Scale AI, is looking for.If you're passionate about improving models and excited by the future of AI, this is you...Show more
Frank's Supply Company is a major supplier of construction tools and equipment with our focus on both sales and rental.We currently have an opportunity available for a motivated, career oriented.Th...Show more
Logiwa is a premier provider of warehouse management and fulfillment software, offering cloud-based solutions designed for modern business needs.
Our Logiwa IO Fulfillment Management System is craft...Show more
OR TECH
University of New Mexico - Hospitals • RIO RANCHO, NM, US
Full-time
Last updated: 4 days ago • Promoted
Sales Capture Manager - Cloud First
Accenture • Albuquerque, NM, US
Full-time
Last updated: 2 days ago • Promoted
Customer Success Manager, EnterpriseRemote (US)
Muck Rack • Albuquerque, NM, US
Permanent
Last updated: 21 days ago • Promoted
Side Hustle Project Lead
Finance Buzz • Bernalillo, New Mexico, US
Full-time +1
Last updated: 30+ days ago • Promoted
Risk & Quality Performance Manager (Remote)
New Mexico Staffing • Rio Rancho, NM, US
Remote
Full-time
Last updated: 30+ days ago • Promoted
Senior Customer Success Manager, Service Provider
Relativity • Albuquerque, NM, United States
Full-time
Last updated: 30+ days ago • Promoted
Manager, Cloud Development & Automation
KPMG • Albuquerque, NM, United States
Full-time
Last updated: 17 days ago • Promoted
Customer Success Manager
Appspace • Albuquerque, NM, US
Full-time
Last updated: 22 days ago • Promoted
Senior Enterprise Customer Success Manager - Bilingual (Spanish) required
SafetyCulture • Albuquerque, NM, US
Full-time
Last updated: 6 days ago • Promoted
Senior Manager, Capacity Planning
Equinix • Albuquerque, NM, US
Full-time
Last updated: 22 days ago • Promoted
Senior Customer Success Manager
Twilio • Albuquerque, NM, US
Full-time
Last updated: 21 days ago • Promoted
Graduate Customer Success ManagerHome based - Worldwide
Canonical • Albuquerque, NM, US
Remote
Full-time
Last updated: 22 days ago • Promoted
Student Success Coach - (Remote)
Cengage Group • Albuquerque, NM, United States
Remote
Full-time
Last updated: 1 day ago • Promoted
Client Success Manager
Equiti • Albuquerque, NM, US
Full-time
Last updated: 22 days ago • Promoted
Director, Customer Success
AmerisourceBergen Corporation (Cencora) • Albuquerque, NM, United States
Full-time
Last updated: 2 days ago • Promoted
Remote Content QA Reviewer
Outlier • Rio Rancho, NM, United States
Remote
Full-time
Last updated: 10 days ago • Promoted
Service Manager
Frank's Supply Company, Inc. • Rio Rancho, NM, United States
Full-time
Last updated: 15 days ago • Promoted
Customer Success Manager
Logiwa WMS • Albuquerque, NM, US
Full-time
Last updated: 22 days ago • Promoted