At Sana Commerce, we strive to create an inclusive work environment because we recognize the value of a diverse workforce. We are a fast-growing SaaS company that helps manufacturers, distributors, and wholesalers succeed in B2B commerce complexity. Our mission is to revolutionize the way businesses buy and sell, enabling them to grow, build stronger relationships, and capitalize on digital commerce opportunities. We are seeking a Customer Success Associate who will be responsible for ensuring customer satisfaction and driving high renewal rates and expansion results. This role involves managing a portfolio of approximately 80 customers in North America as part of the Americas Customer Success team. The ideal candidate will have: - The opportunity to make a meaningful impact at a rapidly growing SaaS scale-up; - Close collaboration with global leaders on strategic initiatives; - A hybrid working model – three days in the office, two days from home; - A culture rooted in teamwork, customer obsession, growth mindset, and bold action; - Autonomy: ownership of a portfolio and measurable business outcomes; - Opportunities for growth: coaching, e-learning, and cross-functional exposure; - The ability to make a tangible impact on customer success and product development. Responsibilities include: - Leading an assigned portfolio of B2B customers in the USA; - Building strong relationships and serving as a trusted advisor to customers; - Developing customized success plans and conducting in-depth business reviews focused on ROI; - Advising customers on their e-commerce strategy and how Sana Products can accelerate online growth; - Identifying and mitigating churn risks while uncovering upsell and cross-sell opportunities; - Advocating internally for customers and contributing to product growth by sharing feedback with our product teams. Qualifications include: - A bachelor's degree; - At least five years of relevant commercial business experience working with B2B software, preferably in a Customer Success Manager role; - Excellent communication skills in English; - A proven commercial mindset with experience identifying, driving, and closing upsell and cross-sell opportunities; - Strong analytical and time management skills; - A strategic mindset – capable of advising on platform value and customer ROI; - Located in or able to commute to Medellin, Colombia, with the ability to work three days per week in our office. Our values guide our work, collaboration, and drive success. Champions of Our League: We deliver lasting success, balancing quick wins and long-term value. Supercharge Our Customers: We're revolutionizing B2B commerce together, helping our customers lead and succeed. Determined to Grow: We embrace challenges, growing and raising the bar for ourselves and our industry. Bold Together: We dare to be bold because we have each other's back.