Customer Success Manager
You will own the health, retention, and growth of a portfolio of small business customers. You'll proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realize measurable value from the platform. This is a high-volume, revenue-impacting role where you're directly responsible for renewals, churn mitigation, and account growth. You'll act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals.
Responsibilities
- Manage and act as the main point of contact for a high-volume portfolio (100+ clients)
- Own customer renewals and be directly responsible for retention performance
- Identify and drive upsell opportunities within your portfolio
- Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk
- Educate customers on best practices to increase product adoption and ROI
- Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience
- Maintain accurate CRM documentation and forecast renewal and expansion opportunities
Requirements
- 3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or similar Customer-Facing roles (SaaS preferred)
- Strong commercial mindset with comfort discussing different commercial terms
- Great job stability is required
- Excellent written and spoken English
- Strong communication skills with the ability to influence and build trust with small business owners
- Analytical mindset with the ability to interpret usage data and identify risk signals
- Ability to work onsite in Guatemala City (Zone 10) office, Monday–Friday
Benefits
- Law Benefit
- Health and Life Insurance
- Free parking
- Equipment provided
- 13 days of paid holidays