Customer Success Manager – LATAM

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

📋 Description

• Manage the customer relationship following implementation, acting as the primary point of contact to guarantee outstanding support, optimal platform value, and ongoing growth.

• Collaborate closely with Product, Engineering, and Sales teams to advocate for customers, swiftly resolve issues, and introduce new features as they become available.

• Perform regular customer check-ins and business reviews to ensure clients are effectively using Clerq and gaining measurable value.

• Monitor customer health metrics and proactively address concerns before they develop into significant issues.

• Respond promptly to customer inquiries and technical challenges, troubleshooting issues and gathering detailed information prior to escalating to Engineering.

• Coordinate with Product and Engineering teams to ensure timely resolution of bugs and keep customers informed throughout the process.

• Analyze support trends and identify recurring issues to drive systemic enhancements and decrease future ticket volume.

• Educate customers on new features and best practices by developing webinars, training sessions, and educational materials that promote self-sufficiency.

• Spot opportunities to increase customer usage and introduce clients to new integrations, modules, and premium features.

• Gather and document customer feedback and feature requests, advocating internally for customer needs and assisting in prioritizing product improvements based on their impact.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a client-facing role within a SaaS environment (essential).

• Demonstrated ability to manage a portfolio of accounts while driving measurable retention and expansion results (essential).

• Outstanding written and verbal English communication skills along with a polished, professional demeanor (essential).

• Strong technical skills with the capacity to troubleshoot platform issues and communicate effectively with Engineering teams (essential).

• Experience in delivering customer training, webinars, or onboarding sessions (essential).

• Proactive, detail-focused, and highly organized, with the ability to manage multiple accounts simultaneously (essential).

• Experience in legal tech, immigration, or law firm operations is preferred.

• Familiarity with AI-powered platforms or workflow automation tools is preferred.

• Experience with CRM platforms (such as HubSpot, Salesforce, or similar) is preferred.

🏝️ Benefits

• Competitive salary

• Paid US holidays

• Paid wellness days

• Health & wellness allowance

• Monthly profit sharing

• Long-term placement with real growth

• Continuous upskilling in AI, Operations, and Leadership

• Dedicated success coaching and support through Assistantly