LawPay

Customer Success Manager

LawPay

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Own growth, retention, and expansion outcomes for a large-scale customer portfolio by driving Gross and Net Revenue Retention (GRR/NRR) through proactive, data-driven engagement.
  • Leverage customer health scores, usage data, and AI-driven signals to anticipate churn risk, manage renewals, and identify value-based expansion opportunities.
  • Execute a scaled, one-to-many customer lifecycle strategy using automated and targeted touchpoints at key moments, supported by standardized playbooks to ensure consistency and broad coverage.
  • Champion self-service and community-led success by promoting digital resources, analyzing engagement data to close adoption gaps, and increasing customer autonomy while reducing cost-to-serve.
  • Collaborate cross-functionally within a Digital Customer Success Pod to ensure seamless handoffs, accurate forecasting, effective tooling usage, and continuous optimization of workflows and customer programs.

Requirements

  • 3+ years in Customer Success or Account Management in B2B SaaS
  • Experience managing large portfolios through digital or scaled models
  • Direct ownership of renewals and retention outcomes
  • Strong data-driven decision making skills
  • Hands-on experience with CS platforms CRM analytics and automation tools
  • Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.
Benefits
  • Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage)
  • Staff Referral Bonus – Rewards for referring great candidates to the 8Team
  • Paid Sick Leave – Covered from day one, with EPS support after the 2nd day
  • Flexible Time Off (FTO) – Up to 15 paid days off per year
  • Parental Leave – Maternity and paternity leave in line with Colombian law
  • Company Holidays – Paid time off for all official Colombian public holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data-driven decision makingcustomer health scoresusage data analysischurn risk managementrenewals managementcustomer lifecycle strategyautomation toolsAI toolsCRM analytics
Soft skills
collaborationcommunicationcustomer autonomy promotionproblem-solvingstrategic thinking