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Customer Success Specialist

Senior Specialist, Customer Success

• Own the end-to-end operational relationship for each VIP Platinum account — from onboarding through renewal.
• Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders, presenting Health Score, SLA performance, incident trends, and expansion opportunities.
• Serve as the customer's executive sponsor contact within EdgeUno — coordinate with the CTO/COO for VIP Platinum exec-to-exec engagement.
• Proactively monitor Health Score (target ≥ 72) and intervene before it deteriorates — not after.
• Identify expansion signals (bandwidth growth, new services, geographic expansion) and hand to Sales Team (BDM) with documented usage evidence.
• Receive immediate notification on any P1/P2 affecting a Platinum account — acknowledge within 15 minutes.
• Own customer communication during major incidents: proactive updates per tier cadence (every 15 min for P1), sentiment management, and trust recovery.
• Deliver or review RFO/RCA within 48h — ensure tone, accuracy, and preventive actions meet Platinum standards.
• Review NOC and Engineering RCAs for completeness and accuracy before customer delivery.
• Identify patterns across incidents (repeat issues, vendor dependencies, capacity constraints) and drive Problem Management handoff.

• Coordinate and track active projects from start to completion
• Monitor project progress and proactively resolve issues as they arise
• Ensure tasks are completed on schedule and communicate updates to clients
• Maintain accurate records and operational workflows
• Answer inbound phone calls and respond to client inquiries
• Manage incoming and outgoing emails in a professional and timely manner
• Build strong relationships with clients through excellent communication
• Follow up with clients to ensure a positive customer experience
• Track client billing and ensure invoices are issued accurately and on time
• Monitor recurring payments and autopay arrangements
• Assist with payment tracking and administrative reporting
• Maintain accurate financial and customer records
• Support outbound calls and follow-up with prospective clients
• Assist with converting inquiries into new business opportunities
• Encourage satisfied clients to leave online reviews and testimonials
• Help identify opportunities to improve customer engagement and retention

Bilingual Operations & Client Success Coordinator – Spanish/English

• Ser proactivo con tu cartera de clientes y brindar una atención consultiva, respetando los plazos establecidos;
• Realizar el onboarding del cliente en la(s) herramienta(s) Atlas;
• Orientar a los clientes hacia el éxito mediante el intercambio y la asistencia en la aplicación de las mejores prácticas de uso del portal;
• Realizar capacitaciones de forma dinámica e incluso proponer reciclamientos de entrenamientos a los clientes;
• Mantener registros precisos de las interacciones con los clientes y actualizar los sistemas de CRM con la información relevante;
• Analizar datos para proponer mejoras en el proceso;
• Identificar oportunidades para aumentar el compromiso en el uso por parte de los clientes;
• Identificar oportunidades para aumentar los ingresos de la base (expansión);
• Identificar posibles riesgos de churn y tomar medidas preventivas para mitigarlos;
• Realizar reuniones trimestrales de éxito con los clientes de la cartera;
• Colaborar con equipos internos, como ventas y desarrollo de productos, para garantizar una experiencia excepcional del cliente.

Analista de Customer Success

• Proactively manage your client portfolio and provide consultative support, meeting established deadlines;
• Conduct client onboarding in the Atlas tool(s);
• Guide clients toward success by sharing and assisting with best practices for using the portal;
• Deliver dynamic training sessions and propose refresher trainings to clients when needed;
• Maintain accurate records of client interactions and update CRM systems with relevant information;
• Analyze data to recommend process improvements;
• Identify opportunities to increase customer engagement and product adoption;
• Identify opportunities to expand revenue within the customer base (upsell/expansion);
• Identify potential churn risks and take preventive measures to mitigate them;
• Conduct quarterly success reviews with clients in your portfolio;
• Collaborate with internal teams such as Sales and Product Development to ensure an exceptional customer experience.

Customer Success Analyst

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

CRM, CVM, Lifecycle, Retention Marketing Lead

• Manage a portfolio of 100+ customer accounts, providing strategic guidance and day-to-day support.
• Build strong relationships with customers and serve as their primary point of contact.
• Drive customer adoption, engagement, retention, and overall account health.
• Lead proactive customer check-ins, business reviews, and success planning.
• Respond quickly to customer questions and coordinate issue resolution across internal teams.
• Partner closely with Product and Engineering by communicating customer feedback, reporting bugs, and identifying product improvement opportunities.
• Help improve onboarding experiences, customer education, and success processes as the company continues to scale.
• Maintain accurate customer records and ensure timely follow-up on all customer interactions.

• Be the primary contact and advocate for approximately 150 medium-sized business customers
• Become an expert in Inbound Marketing and become the trusted marketing advisor to each of your customers
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue from new product feature adoption and expanded usage
• Work as part of the team to develop strategies for scale and growth

Customer Success Manager, Trilingual – English, Spanish, Portuguese

• Ensure that customers receive wonderful customer service in all aspects when taking care of the customers.
• Answer all phone calls received, respond to customer inquiries, complete customer applications either over the phone or via text/email, and send emails to the correct corresponding departments as needed to resolve customer complaints.
• Maintain all overflow through TSG phone systems and is the start of the TSG journey for all our customers throughout all of its brands.
• Understand and demonstrate principles of The Savings Group’s Mission, Vision, and Values.
• Document all account, contact, and activity information into various systems.
• Manage inbound and outbound communication by email, phone and/or text to customers to complete applications.
• Ensure to send communications to the correct departments when the customer calls in for something that goes beyond the scope of what you are able to assist with.

Customer Success Representative

• Proveer soporte y administración de CRM al equipo de campo de LATAM, asegurando la estabilidad del sistema y alta calidad en el servicio.
• Administrar operaciones de CRM que incluyen encuestas, productos, territorios, roles, mensajes clave, muestras médicas, solicitudes de datos y otros ajustes.
• Asegurar el cumplimiento con los SLA, gobernanza y requisitos de HCC.
• Liderar pruebas UAT, validaciones de sistemas y despliegues en colaboración con los equipos de IT.
• Ejecutar actividades operativas como: gestión del plan de ciclo, cargas masivas (días festivos, estructuras, mensajes clave), actualizaciones de productos y contenidos (Correos Aprobados, Materiales Veeva)
• Analizar requisitos de negocio y liderar el diseño de soluciones con IT y partes interesadas.
• Administrar el ciclo de vida del usuario (acceso, aprobaciones, optimización de licencias y certificaciones).

CRM Lead

• Liderarás el ciclo post-venta de un portafolio de cuentas (mix Enterprise y SMB)
• Asegurar un time-to-value menor a 30 días
• Monitorear el health score de las cuentas, mitigar riesgos de churn de forma proactiva
• Construir business cases, negociar términos para cerrar renovaciones on-time

Customer Success Manager jobs in Colombia

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Customer Success Specialist

Senior Specialist, Customer Success

Customer Success Manager

Bilingual Operations & Client Success Coordinator – Spanish/English

Analista de Customer Success

Customer Success Analyst

CRM, CVM, Lifecycle, Retention Marketing Lead

Customer Success Manager

Customer Success Manager, Trilingual – English, Spanish, Portuguese

Customer Success Representative

CRM Lead

Customer Success Manager