Customer Success Manager at Pavago

Pavago connecting businesses with top talent, streamlining hiring processes, and providing comprehensive support for long-term success.

 

Customer Success Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 - 3 years
  • LocationNairobi
  • Job FieldCustomer Care 

Responsibilities:
Onboarding & Adoption:

  • Lead client onboarding sessions and establish success criteria.
  • Configure accounts, deliver product training, and ensure smooth implementation.
  • Track early adoption metrics to identify gaps.

Relationship Management:

  • 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.

Proactive Engagement:

  • 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.

Support & Escalation:

  • Triage support issues and escalate to technical teams as needed.
  • Track resolution and ensure client satisfaction post-issue.

Growth & Retention:

  • 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.

Reporting & Feedback:

  • 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:

  • Excellent 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.

Required Experience & Skills (Minimum):

  • 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.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Pavago on apply.workable.com to apply

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