Senior Customer Success Manager

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

📋 Description

• Oversee and project manage your portfolio of business (ongoing usage revenue, renewals, collaborating with the Sales Account Executive on upselling and cross-selling)

• Collaborate closely with our Account Executive, Solutions Engineering, and Product teams to maintain a robust service offering and ensure the best possible Entrust experience for our clients

• Address client challenges by partnering with them and proposing effective solutions

• Represent the customer's voice internally, including conveying customer priorities to the Product team (issues and enhancements)

• Concentrate on personal and team growth to enhance team performance, enabling us to scale more efficiently (sharing best practices)

⛳️ Requirements

• Over 5 years of substantial experience in Client Service Management / Customer Success / Account Management / Technical Account Management / Implementation or related fields

• Proven experience managing a business portfolio valued at approximately USD$3 million+, along with quarterly KPIs, such as revenue usage and retention rates

• Strong commercial and technical acumen, with an understanding of client challenges related to IT development and deployment, particularly in the SaaS sector

• A pronounced solutions-oriented approach, with a focus on assisting clients in achieving their business goals

• Proven Stakeholder Management abilities, both within service provider and customer teams

• Capable of presenting complex information clearly, with logical reasoning and meticulous attention to detail

• Acting as the voice of the customer internally, including experience collaborating with Product teams

• Experienced in conflict resolution and issue management, effectively addressing problems that benefit both the customer and service provider

• Exceptional negotiation skills

• Demonstrated proficiency in data analysis

• Proficient in English and Spanish, with Portuguese as a plus

• Experience in SaaS, Security, or related industries is preferred

🏝️ Benefits

• Flexible working arrangements

• Opportunities for professional development