Customer Success Specialist

Summary

Join Pavago as a proactive and empathetic Customer Success Specialist to deliver world-class customer support, build lasting relationships, resolve customer issues, and ensure customers see the full value of our client’s offerings. You will focus on identifying opportunities to upsell and drive revenue growth. This role requires a track record of providing excellent support and successfully upselling during customer interactions. The position is full-time and remote, working Pacific Standard Time hours. You will be responsible for managing customer relationships, resolving issues, and identifying upselling opportunities. Success in this role requires strong communication, problem-solving, and CRM proficiency.

Requirements

• 2+ years in customer success, account management, or customer support
• Proven ability to identify and close upsell opportunities during customer interactions
• Excellent verbal and written English skills, with a professional yet friendly approach
• Experience with platforms like Pipedrive, HubSpot, Salesforce, or Zendesk
• Motivated by KPIs such as customer satisfaction, retention, and revenue growth
• Attentive listener with strong conflict resolution skills
• Comfortable managing a high volume of customer interactions and shifting priorities quickly
• Quick to learn and adapt to new tools and systems

Responsibilities

• Deliver timely and effective support via phone, email, and chat, resolving issues with professionalism and empathy
• Build strong, trust-based relationships with customers to enhance satisfaction, loyalty, and retention
• Identify opportunities to upgrade customer plans during support conversations and manage subscription renewals to prevent churn
• Guide new customers through onboarding and product adoption to ensure a successful start
• Log all customer interactions, issues, and upsell activities accurately in the CRM
• Work closely with product and sales teams to relay customer feedback and improve offerings
• Track recurring issues or trends in support tickets and recommend process or product improvements

Preferred Qualifications

• Skilled at balancing customer care with strategic upselling
• Comfortable managing relationships with a diverse customer base
• Organized, detail-oriented, and proactive in preventing issues before they escalate
• Able to turn customer feedback into actionable insights for the team