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Job Description

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.

Reporting to a Senior Manager, you’ll 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 support—the most critical window for long-term success. You’ll 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 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

Engagement, Growth & Retention

Onboarding & 90-Day Support Execution

CRM and Industry Expertise

Skills / Experience

Requirements

Experience

Tools & Technical Skills

Soft Skills

On-site role based in Bogota.

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