Customer Success Manager

This is a fully remote position, open to applicants in Colombia, +3 more countries.

📋 Description

• Oversee a substantial portfolio of SMB and mid-market accounts.

• Foster engagement through various scalable touchpoints.

• Assess accounts based on their health, risk factors, and potential opportunities.

• Guarantee successful customer launches and ensure quick time-to-value.

• Monitor account usage and proactively step in when progress stalls.

• Collaborate with the onboarding team for smooth and consistent transitions.

• Create and implement scalable email sequences, webinars, and in-app engagement strategies.

• Develop repeatable playbooks for onboarding, customer adoption, and renewal processes.

• Enhance processes to efficiently support a larger customer base.

• Recognize at-risk accounts using health indicators.

• Minimize churn and enhance customer outcomes.

• Aid renewals through continuous engagement and value reinforcement.

• Utilize Vitally, Intercom, and CRM data to manage accounts effectively.

• Monitor adoption, engagement, churn risk, and retention key performance indicators (KPIs).

• Provide insights to enhance product offerings, processes, and customer experiences.

• Collaborate cross-functionally with the Customer Success Team.

• Perform additional duties as required.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or a related customer-facing position, preferably in a SaaS or B2B technology setting.

• Proven experience managing a high-volume business portfolio.

• Strong operational mindset.

• Proficient in working with data and discerning trends.

• Familiarity with Vitally, Intercom, HubSpot, or Salesforce.

• Experience in developing or refining Customer Success playbooks and automation workflows.

• Excellent proactive communication and strong organizational skills.

• Capability to balance speed, quality, and scale effectively.

• Ability to work both independently and as part of a team.

• Technical, analytical, results-oriented, and capable of multitasking in a fast-paced environment.

• Strong administrative, writing, phone, and overall communication skills.

• Proficiency in English, both spoken and written.

• Must supply own workstation, computer, headset, and reliable internet connection.

• Required to present a valid government-issued photo ID during onboarding.

• Must be ready to work standard business hours according to Pacific time.

• Updated resume in English, in PDF or Word format.

🏝️ Benefits

• Comprehensive training program and regular performance evaluations to ensure your success.

• Attractive referral programs with incentives and bonuses.

• Exceptional product discounts when you utilize our products for your own business.

• Excellent growth opportunities for your personal development.

• Own workstation, computer, headset, and a fast and reliable internet connection required (employer-provided equipment is not stated).