Client Success & Expansion Manager – Account Growth

This is a fully remote position, open to applicants in Colombia, +5 more countries.

📋 Description

• Lead the Account Management team.

• Establish retention and growth objectives.

• Conduct weekly performance evaluations.

• Provide coaching for client calls.

• Recruit, onboard, and develop Account Managers.

• Monitor the health of accounts across active clients.

• Create retention strategies for clients at risk.

• Facilitate critical escalation discussions to minimize lost MRR.

• Identify additional staffing requirements and maintain a pipeline for account expansion.

• Guide Account Managers in proposals and closing additional placements.

• Enhance onboarding check-ins and set formal review schedules.

• Oversee the collection of testimonials and case studies.

• Collaborate with Marketing to highlight client success stories.

• Document and enforce workflows for account management in HubSpot.

• Streamline the transition from Sales to Account Management.

• Ensure the team adheres to response and resolution timelines.

• Monitor KPIs related to lost MRR, retention, upsells, and client health.

• Provide weekly forecasts and monthly analyses of revenue loss to executive leadership.

⛳️ Requirements

• Fluent in English & Spanish (C1-C2 level required).

• Demonstrated success in B2B Customer Success or Account Management leadership, ideally with remote teams.

• Strong knowledge in account retention, churn prevention tactics, and executing B2B upsells/account expansions.

• Advanced skills in HubSpot CRM, account health monitoring, and pipeline management.

• Experience in BPO, nearshore staffing, or virtual assistant services is preferred.

• A dedicated quiet home office is essential.

• Stable high-speed internet (minimum 10 Mbps down / 2 Mbps up).

• Reliable backup internet connection.

• Bachelor’s or Associate’s degree is preferred.

🏝️ Benefits

• Base salary aligned with experience.

• Competitive performance-based incentive program.

• Paid time off.

• Performance bonuses.

• Monthly medical insurance stipend after meeting eligibility criteria.

• Bonuses for birthdays and work anniversaries.

• Gym and wellness allowance.

• Unlimited access to online fitness classes.

• Company events and Christmas celebrations.

• Great Place to Work® certified employee experience.