Customer Success Manager

This is a fully remote position, open to applicants in Colombia, +4 more states.

📋 Description

• Take charge of customer onboarding from the moment of contract signing through to a successful launch.

• Lead customer implementation initiatives, ensuring that timelines and milestones are met.

• Facilitate integrations with POS systems and various third-party platforms.

• Set up customer accounts and verify data quality.

• Conduct onboarding sessions and provide customer training.

• Address technical issues and collaborate closely with Engineering to resolve complex challenges.

• Simplify technical concepts into easily understandable language for customers.

• Handle multiple implementation projects at once while maintaining excellent communication with customers.

• Monitor customer health and proactively identify ways to enhance adoption.

• Record customer requirements, workflows, and implementation procedures.

• Become a subject matter expert on the product and offer customers best practice advice.

• Collaborate across departments such as Sales, Product, Engineering, and Operations to enhance the customer experience.

• Keep accurate customer records in the CRM and internal systems.

• Successfully onboard and launch customers with minimal guidance.

• Develop trusted relationships with customer stakeholders.

• Resolve customer concerns promptly and professionally.

• Contribute suggestions that enhance customer experience and operational efficiency.

⛳️ Requirements

• Native or near-native English communication skills, both spoken and written.

• Over 2 years of experience in Customer Success, Implementation, Solutions Consulting, Technical Support, Professional Services, or a related customer-facing technical position.

• Proven experience in managing multiple customer projects simultaneously.

• Exceptional project management and organizational abilities.

• High technical proficiency, including familiarity with APIs, integrations, troubleshooting, and technical workflows.

• Strong analytical and problem-solving skills.

• Capability to explain technical concepts to non-technical individuals.

• Comfortable engaging directly with US customers.

• Experience with CRMs and contemporary SaaS tools.

• Strong sense of ownership and ability to work independently.

• Residing in Latin, South, or Central America.

• Preferred experience with SaaS implementations, APIs and system integrations, POS systems, restaurant technology, SQL, JSON, Zapier or workflow automation tools, Jira, HubSpot, Salesforce or similar CRM platforms, customer onboarding, technical account management, and enterprise software.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.

• Access to health and wellness programs.