Customer Success Manager
Location: Medellin (Hybrid)
About the role
We're hiring a Customer Success Manager based in Medellín to support our North America customers. You will be the primary post-sale contact for a portfolio of clients, working closely with Sales and Campaign Delivery teams to ensure smooth campaign onboarding, execution, and a strong customer experience. Your focus will be proactive account management, driving adoption of our services, resolving delivery issues, and ensuring timely renewals. This is a high-impact role in an international, fast-growing team where you will influence product and process improvements while owning customer outcomes.
What you'll do
Serve as primary customer contact for a portfolio of North America clients, building trusted relationships across stakeholder groups
Coordinate closely with Sales during handover to ensure accurate expectations and smooth onboarding
Partner with Campaign Delivery teams to plan, schedule, and execute campaigns, monitoring milestones and removing blockers
Manage campaign lifecycle activities including kickoff, QA, performance tracking, and post-campaign reviews
Proactively identify risks to delivery or adoption and lead cross-functional remediation to protect customer outcomes
Drive product and process feedback from customers to internal teams to improve service quality and scalability
Own renewal conversations and activities, build renewal plans, demonstrate value, and work with Sales on contract discussions when needed
Measure and report on account health, campaign performance, and churn risk; use data to prioritise actions and communicate status to stakeholders
What we're looking for
Experience in customer success, account management, or client services (B2B SaaS experience is a plus)
Proven ability to manage cross-functional delivery and collaborate with Sales and operations teams
Strong customer-facing communication skills and ability to engage senior stakeholders
Comfort with campaign operations, basic performance analytics, and interpreting campaign metrics
Results-driven mindset with experience owning renewal outcomes or retention targets
Fluent in English (required) and Spanish (advantageous); located in Medellín
Nice to have
Experience with CRM or customer success platforms (e.g., HubSpot)
Familiarity with adtech, demand generation campaigns, or email outreach platforms
Analytical skills and comfort working with spreadsheets
Experience working with remote and international teams
Who you'll work with
You'll partner day-to-day with Sales, Campaign Delivery, and Product teams. You will report to the Head of Customer Success and play a key role in shaping customer processes and retention strategy across our North America accounts.
Why join us
We're a fast-growing company serving B2B clients across North America. You'll be joining a collaborative, remote-friendly team that values ownership, clear communication, and measurable impact. This role offers scope to grow into senior customer success or account leadership as we scale.
What you'll get
Base salary competitive for Medellín market plus performance-based incentives tied to renewals and retention
Flexible working hours and remote-first culture with a Medellín-based preference
Annual team events and regular cross-functional collaboration opportunities
Learning and development budget and clear career progression
Company equipment and benefits aligned with local regulations
Paid time off and a supportive work-life balance