Customer Success Manager

hace 5 días

Colombia Huila Growmodo A tiempo completo

**Overview**

We’re looking for a Customer Success Manager who thrives on structure, data, and making customers _stay_. You'll manage a portfolio of 50+ low-touch accounts, ensuring high satisfaction and long-term retention through proactive engagement, metrics-based decision-making, and automated lifecycle journeys. You’ll work across SaaS-style and creative service accounts, using your fluency in subscription health metrics to reduce churn, increase NRR, and scale what works.

**About You**

You're a retention-first operator, not a reactive account manager. You...
- Know that Customer Success isn’t support—it’s lifecycle design, proactive plays, and metrics that move
- Can juggle 50+ accounts and still give each a consistent, quality experience
- Live inside HubSpot and know how to build automation, workflows, and reports
- Don’t just know what NRR and TTFV stand for—you use them to drive decisions
- Think customer health scoring isn’t optional—it’s essential

**What You’ll Own (Key Responsibilities)**
- A portfolio of 50+ B2B clients across SaaS-style and creative service subscriptions
- Execution of playbook-driven lifecycle journeys—from onboarding to retention and expansion
- NRR, GRR, CSAT, and TTFV as your north star metrics
- Internal alignment with project teams to ensure clients get what they need, when they need it
- Proactive outreach to prevent churn and identify upsell/expansion opportunities
- Accurate CRM hygiene, client notes, and renewal tracking inside HubSpot
- Feedback loops: capturing what clients love (or don’t) and turning it into insights
- Monthly health reports and account escalations—before they become fires

**You Must Have**
- 3+ years in Customer Success or Account Management (SaaS or creative/tech agency)
- Proven experience managing 50+ low-touch accounts with high CSAT or NPS
- Working knowledge of NRR, GRR, churn, and time-to-value metrics
- Excellent spoken and written English communication
- Day-to-day fluency in HubSpot (or similar), Slack, Notion, and Google Workspace
- Ownership mindset, proactive attitude, and comfort working async and independently

**This Role Is NOT for You If**
- You treat all accounts the same without considering lifecycle stages
- You rely on reactive check-ins instead of structured playbooks
- You’re uncomfortable using CRM dashboards and reports
- You’ve never heard of NRR, or think CS is just “relationship management”

**Bonus Points If You**
- Have exposure to design or web-development workflows (HTML/CSS basics)
- Have run win-back or account expansion campaigns
- Have helped build or refine customer health scoring models
- Come from a fast-paced agency or subscription business

**Job Types**: Full-time, Permanent

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