Customer Success Manager – Mid/Senior, B2B SaaS

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

📋 Description

• Take full ownership of approximately 80 North American SMB and mid-market accounts ($300–$3,000 MRR each), managing the entire lifecycle from onboarding to renewal.

• Be directly responsible for ensuring the Net Dollar Retention of your accounts.

• Conduct Quarterly Business Reviews, executive meetings, and strategic discussions with US-based decision-makers, ranging from heads of support at emerging DTC brands to founders at B2B SaaS companies.

• Manage Slack channels for your priority accounts and ensure timely responses within service level agreements.

• Recognize opportunities for expansion and independently execute closures, including price-anchoring, negotiating, and upselling without relying on a sales representative.

• Provide weekly reports on your account portfolio: health, risks, actions taken, and outcomes achieved.

• Deliver specific and actionable product and process feedback to our Product and Leadership teams, focusing on concrete details rather than general impressions.

• Assist in the development of outbound campaigns, emails, and enablement content that promote adoption and reactivation on a large scale across your accounts.

⛳️ Requirements

• Minimum of 2 years of experience as a Customer Success Manager in B2B SaaS, with a portfolio that you have managed comprehensively.

• A commercial perspective: you have demonstrably impacted retention, expansion, or churn in a past position, and you can present the metrics with clarity.

• Proficiency in English at C2 level or native speaker.

• Availability from 9 AM to 5 PM Pacific Time, Monday through Friday, while being based anywhere in LATAM.

• Practical experience with a customer-success platform (such as Totango, Gainsight, ChurnZero, or similar), including the development of your own automations and workflows.

• Solid understanding of industry-standard KPIs, including churn rate, retention rate, and net dollar retention.

• Experience leading QBRs and engaging in executive dialogues with stakeholders up to the VP level.

• A proactive ownership mentality. You are willing to make difficult calls, deliver unfavorable news, and complete follow-ups without needing reminders.

🏝️ Benefits

• Remote work model with flexible scheduling options.

• Competitive base salary plus commission.

• Guaranteed 26 days of paid time off annually.

• Excellent professional development opportunities, including company-funded courses and conferences.

• Personalized work equipment options—choose your preferred tools like a MacBook Pro, Dell monitor, or JBL headphones!

• Mental wellness program offering individual therapy sessions and resources for employees.

• Sports and wellness benefits or equivalent financial compensation.

• Complimentary access to a leading e-book/audiobook service.

• Regular social events, including company-wide offsites and team-building activities.

• Budget allocated for 1:1 English language classes.