Customer Success Manager This is a unique opportunity to join our company as a Customer Success Manager. As a key member of our team, you will be responsible for enhancing the overall experience of our clients. About the Role The primary focus of this role is to act as the advocate for our portfolio of small business clients. You will be responsible for identifying trends, pinpointing risks and opportunities, and collaborating with various teams to continuously refine the customer journey. Key Responsibilities: - Maintain strong relationships across a high-volume book of business by proactively monitoring account health, driving value, and ensuring successful renewals and product adoption. - Leverage the client's digital touch infrastructure—including automated campaigns, lifecycle content, and in-platform messaging—to manage client engagement at scale. - Use platform usage data and customer feedback to identify risks, spot trends, and prioritize outreach and support. - Share customer insights with internal teams to help optimize self-serve content, onboarding experiences, and product fit for users. - Work closely with Customer Service, Operations, Product, and Marketing to refine digital CS touchpoints and support continued innovation. - Recommend and implement process improvements that support operational scale and customer experience quality across the assigned segment. - Own and continuously improve the onboarding experience for clients to ensure rapid time-to-value. - Surface opportunities for customer expansion, upsell, or referral based on usage signals and satisfaction indicators. Requirements To be successful in this role, you will need to possess the following skills and qualifications: - Advanced, near-native English proficiency is required. - 3–5+ years of experience in Customer Success, Account Management, or a client-facing role within a SaaS or technology company. - Experience supporting small businesses or long-tail accounts, ideally in a digital-first or one-to-many format. - Strong understanding of customer health metrics and digital engagement tools (e.g., SalesLoft, Gong, Salesforce, Braze). - Proven ability to drive impact across a high-volume account book with minimal 1:1 interaction. - Excellent written and verbal communication skills. - Analytical and data-driven with a mindset of continuous improvement. - Adaptable, proactive, and able to thrive in a fast-paced, evolving environment. - Sales experience or commercial acumen is a plus. Location This role is based in Bogota.