Customer Success Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Take charge of post-award onboarding and initiate delivery kickoffs for new government contracts.

• Oversee contract performance, including service level agreements (SLAs), reporting deliverables, invoicing accuracy, and utilization assessments.

• Manage option years and recompete processes for the designated account portfolio.

• Assist with new task orders, increased language offerings and modalities, growth of BPA usage, and referrals from sister agencies.

• Lead quarterly and contract-scheduled business reviews.

• Personally handle escalations until resolution, ensuring transparent communication with clients.

• Maintain readiness for audits and compliance in collaboration with the Compliance function.

• Gather voice-of-customer insights to inform the AdAstraConnect product roadmap.

• Monitor account health, prepare relevant reports, and evaluate renewal risks utilizing phased AI-assisted tools.

• Conduct human reviews of all materials and communications involving federal clients.

⛳️ Requirements

• A minimum of 3 years in customer success, account management, contract management, or program-facing roles serving government clients.

• Direct responsibility for retention outcomes, including option years, renewals, or recompetes.

• Proficient understanding of periods of performance, option years, task orders, BPAs, IDIQs, contracting officers, and program offices.

• Familiarity with compliance-driven service delivery is essential.

• Capacity to pass background checks required by clients.

• Working knowledge of HubSpot or a similar CRM system.

• Comfort in creating workflows utilizing AI-assisted tools.

• Good judgment to ensure human review of communications with government clients.

• Proven ability to self-manage while working remotely.

• Background in language services is appreciated but not mandatory.

• Experience with language access responsibilities under Title VI and Section 1557 is highly advantageous.

• Experience within court systems, K-12 education, or federal agencies is a plus.

🏝️ Benefits

• Three weeks of paid time off.

• Additional commission on top of base salary.

• Compensation aligned with the country of residence.

• Fully remote work with significant autonomy.