Why We Are Looking for You We are seeking a proactive and results-driven Associate Customer Success Manager to join our team. In this role, you will manage a dynamic portfolio of customers across all stages of the customer lifecycle. Your primary focus will be on engaging with at-risk customers to maximize product adoption, deliver customer value, and mitigate churn risks. You will have the opportunity to influence changes in your direct team and the customer journey by providing valuable feedback to cross-functional teams. This will enable us to shape the future of our product and offerings. Success in this role will be measured by key performance metrics, including revenue retention and customer engagement. This is a remote-first role, open to candidates based in Bogotá or other locations. We prioritize work-life balance and offer unlimited PTO. The Ideal Candidate - We are looking for candidates who bring a proactive mindset, adaptability, curiosity, and strong interpersonal skills to thrive in a fast-paced environment. - Candidates should excel in maintaining a high volume of daily calls and meetings while effectively managing their time. - Demonstrate strength in objection handling and deescalating challenging conversations. - Can quickly context-switch to address diverse customer needs with ease. - Are skilled at interpreting and leveraging data to inform customer interactions and guide strategic decisions. - Can leverage strategic thinking and the ability to engage in challenging conversations to influence customers. - Ability to prioritize a pipeline effectively, ensuring early intervention with accounts at risk of churn. - Are solution-oriented, with a big-picture perspective that drives long-term success. - Possess grit, adaptability, and the ability to navigate ambiguity with confidence. - Confident working with English-speaking customers. The Impact You Will Have - Deliver a world-class customer experience in collaboration with our Launch and Support teams. - Help customers improve ROI through strategic, personalized advice and solutions. - Drive customer retention by reducing churn and enhancing satisfaction. - Play an integral role in refining health metrics and scaling success across our customer base. - Expand our footprint by uncovering and driving growth opportunities. Requirements - 2+ years of experience in a Customer Success or Account Management role. - Proven success in account management or full-cycle sales, with a demonstrated track record of achieving results. - Experience with Customer Success tools, including Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase. - A background in B2B2C, ideally within the food/hospitality and technology space. Familiarity with industry trends and competitive dynamics is a plus. - A commitment to personal growth and continuous development. - Full fluency in English: reading, writing, and speaking. - Bonus: Experience working in a restaurant, bringing additional perspective to the role.