Job summary As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You'll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams. Responsibilities - 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 where appropriate. - Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization. - Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions. Client Feedback & Advocacy - Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs. - Translate feedback into actionable recommendations and partner with internal teams to implement improvements. - Champion the client voice across Horatio, ensuring product and service alignment with real 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 help mitigate churn risk through proactive support and collaboration with onboarding and ops teams Onboarding & 90-Day Support Execution - Facilitate light onboarding for SMB clients and lead their journey through the first 90 days of structured support, ensuring milestones are met and key deliverables are completed - Work closely with the Senior Manager, Project Manager, and Senior Specialist to manage task distribution, track progress, and resolve blockers quickly. - Support handoffs and ensure clients are successfully transitioned to long-term ownership after the onboarding phase CRM and Industry Expertise - Stay up to date on key CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX tech to guide clients effectively. - Use data and tooling to provide clients with actionable recommendations and drive adoption Skills/Experience - Native English Speaker - Bachelor's degree in Business Administration, Marketing, Communications, or a related field - Zendesk certification preferred Experience - 1–2 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 Tools & Technical Skills - Google Workspace (Docs, Sheets, Slides) - CRM tools such as Zendesk, Gorgias, Gladly, Salesforce Soft Skills - Organized, proactive, and highly communicative - Strong time management and problem-solving capabilities - Comfortable working in fast-paced environments across cross-functional teams - Insightful and detail-oriented, with a passion for customer success On-site role based in Bogota. Powered by JazzHR Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora