Customer Success Manager

hace 1 semana

Bogotá, Bogotá D.E., Colombia Patricia Baez Company A tiempo completo


Customer Success Manager (BOG)

Job Description

As a Customer Success Manager, you will act as a dedicated partner for small to mid-sized clients, ensuring they realize value quickly and maintain it consistently. You will support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.

Reporting to a Senior Manager, you will manage a growing portfolio of SMB clients and be responsible for sustaining account health, gathering feedback, surfacing risks and wins, and guiding clients through their first 90 days of supportthe most critical window for long-term success. You will work closely with the Project Manager and Senior Specialist to coordinate onboarding execution, ensure deliverables are met, and provide a consistently high-touch experience during this early phase.

Responsibilities

Account Management

  • Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust.

  • Provide timely updates, manage expectations, and escalate issues when needed.

  • Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization.

  • Deliver account health reports and KPIs to internal stakeholders to support strategic decisions.

Client Feedback & Advocacy

  • Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions.

  • Translate feedback into actionable recommendations and collaborate with internal teams to implement improvements.

  • Champion the client voice, ensuring product and service alignment with customer needs.

Engagement, Growth & Retention

  • Partner with senior CSMs to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities.

  • Surface red flags early and mitigate churn risks through proactive support and coordination with onboarding and operations teams.

Onboarding & 90-Day Support Execution

  • Facilitate onboarding for SMB clients and lead their journey through the first 90 days of structured support.

  • Work closely with leadership and project teams to manage task distribution, track progress, and resolve blockers.

  • Ensure smooth client handoffs to long-term ownership after onboarding.

CRM and Industry Expertise

  • Stay current on leading CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX technologies.

  • Use data and tools to provide clients with actionable insights and drive adoption.

Requirements

Education & Experience

  • Native English Speaker.

  • Bachelors degree in Business Administration, Marketing, Communications, or related field.

  • Zendesk certification preferred.

  • 2+ years in a customer-facing role, ideally in BPO, SaaS, or CX-focused environments.

  • Experience supporting onboarding and managing SMB client relationships.

  • Familiarity with upsell/renewal cycles and resolving customer service challenges.

Technical Skills

  • Proficiency with Google Workspace (Docs, Sheets, Slides).

  • Hands-on experience with CRM tools such as Zendesk, Gorgias, Gladly, Salesforce.

Soft Skills

  • Highly organized, proactive, and communicative.

  • Strong time management and problem-solving abilities.

  • Comfortable working in fast-paced, cross-functional environments.

  • Insightful, detail-oriented, and passionate about customer success.

On-site role based in Bogotá.


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