Customer Success Manager

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

📋 Description

• Drive customer retention and growth throughout the customer lifecycle, from contract signing through renewal and expansion.

• Comprehend customer business objectives and create Success Plans with clear goals, reviewed on a monthly basis.

• Identify and address customer risks through proactive intervention.

• Develop and implement Save Plans in collaboration with account and leadership teams to safeguard ARR and reduce churn.

• Conduct business reviews with cross-functional departments.

• Advocate for customer product feature priorities and feedback with the product team.

• Foster customer advocates who share their success stories at events and beyond.

• Collaborate with customer care and technical account management teams to prevent and handle critical escalations.

• Keep leadership updated and mobilize internal resources as necessary.

• Represent the customer perspective to guide support, marketing, sales, services, partner, and product strategy.

• Act as the primary point of contact for customers post-implementation across Latin America, with a primary focus on the Colombia customer portfolio.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• At least 2 years of experience as a Customer Success Manager.

• Fluency in Spanish is mandatory.

• Excellent oral and written communication skills, along with professional discretion and tact.

• Strong organizational, multitasking, and time management abilities.

• Capability to work independently in a geographically diverse regional environment.

• Solid business and technology insight.

• Proven knowledge of company software and technology.

• Experience with ERP, CRM, or ECM solutions is essential.

• Ability to influence, motivate, and engage team members and business partners.

• Willingness to travel up to 25% of the time.

• Demonstrated experience managing enterprise-level customer portfolios within complex, multi-stakeholder settings.

• Experience in the financial services or banking sector is preferred.

• Familiarity with the Latin American market.

• Proficiency in Portuguese is a plus.

• Ability to establish rapport, build trust, and achieve consensus among diverse, geographically distributed teams.

• Ability to manage projects to completion with minimal oversight.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Inclusive workplace culture.

• Employee initiatives and giving campaigns supporting community organizations.