Customer Success Representative

Job Title: Customer Success Representative

Position Type: Full-Time

Working Hours: US Hours

About Pavago

At Pavago, we are hiring for one of our clients. We specialize in connecting skilled professionals with dynamic organizations where they can thrive and make a meaningful impact. This role is an exciting opportunity for a dedicated Customer Success Representative to help clients achieve long-term success by ensuring smooth onboarding, building lasting relationships, and driving retention.

Responsibilities
Client Onboarding & Relationship Management

• Welcome and onboard new clients, ensuring they understand and can effectively use the product or service.
• Build and maintain strong, professional relationships with clients, becoming their trusted point of contact.

Customer Success & Retention

• Monitor client engagement and ensure they achieve their desired outcomes.
• Proactively identify challenges and provide timely solutions to drive satisfaction and retention.

Communication & Client Support

• Conduct regular video check-ins with clients, maintaining a professional and presentable on-camera presence.
• Communicate clearly and fluently in English, with no accent barriers.

Collaboration & Reporting

• Work closely with internal teams to escalate issues and advocate for customer needs.
• Track client progress, prepare success reports, and share actionable insights with leadership.

Tools & Platforms

• Proficiency with tools such as HubSpot, Salesforce, Zendesk, Intercom, or similar CRM and customer success platforms.
• Familiarity with communication and collaboration platforms such as Zoom, Slack, and Microsoft Teams.

What Makes You a Strong Candidate

• Previous experience as a Customer Success Associate, Customer Success Manager, or Account Manager.
• Strong communication skills in English, spoken with clarity and professionalism.
• Presentable on camera with a professional work setting.
• Proactive, client-focused mindset with the ability to anticipate and address customer needs.
• Strong organizational and multitasking abilities with attention to detail.

Required Experience & Skills

• 2+ years of experience in customer success, account management, or client-facing roles.
• Experience managing multiple accounts or client relationships simultaneously.
• Strong problem-solving and conflict-resolution skills.
• Ability to work independently while collaborating effectively with internal teams.
• Familiarity with CRM tools (e.g., HubSpot, Salesforce) and customer engagement software.

What Does a Typical Day Look Like?
A typical day in this role involves starting your morning by reviewing client accounts and tracking progress toward their success goals. You will then conduct scheduled video calls with clients, providing onboarding support or follow-ups to ensure they are fully engaged with the product or service. Throughout the day, you’ll monitor account activity, respond to client inquiries, and proactively address potential concerns before they escalate. You will also collaborate with internal teams, share feedback from clients, and update records in CRM platforms. By the end of the day, you’ll summarize client progress, prepare reports, and plan next steps to keep clients engaged and satisfied.

Interview Process

1. Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role.
2. Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call.
3. Final Interview: Have a comprehensive discussion with our client to ensure mutual alignment.
4. Background Checks: Conduct swift verification of your references and past employment details.

Ready to Apply?

If you are passionate about building strong client relationships and ensuring customer success, we’d love to hear from you. Apply today and take the next step in your career.