Job Description

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