Customer Success Manager

NPAworldwide; Temuco; Remote; CLP 26,000,000 - 34,000,000; Full time

Job summary

NPAworldwide is seeking a Customer Success Manager to protect and grow revenue for a shared portfolio of 1,000+ SMB customers. This fully remote Chile-based role emphasizes adoption, renewal risk, retention and expansion opportunities.

You will work with AI-driven signals to drive timely engagement, coordinate with Sales, Support, Product and Marketing, and contribute to scalable CS processes in a fast-paced environment.

Qualifications

• 2-3+ years in Customer Success, Account Management or high-volume customer-facing roles.
• Experience managing many concurrent relationships in a scalable CS setup.
• Understanding of health scoring, renewal forecasting and expansion signals.
• Experience supporting adoption, retention and renewals.
• Ability to identify risks and revenue opportunities.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical customers.
• Strong documentation and organisational skills.
• Experience using CRM and CS platforms (Salesforce preferred).
• Proficiency with CRM-driven processes and platform navigation.

Responsibilities

• Provide post-sales coverage across a shared portfolio of 1,000+ SMB customers.
• Prioritise engagement based on renewal risk, adoption gaps and lifecycle signals.
• Use AI-generated CS signals to determine appropriate actions.
• Support customer adoption, retention, renewals and business reviews.
• Identify customer risks and develop mitigation plans.
• Identify revenue growth opportunities and collaborate with Sales for expansion.
• Forecast renewal and retention risk with accuracy.
• Document risks, mitigation plans and interactions in Salesforce and CS platforms.
• Manage complex or non-standard customer situations.
• Engage customers via email, phone, video and sequences; maintain high responsiveness.
• Collaborate with Sales, Support, Product and Marketing.
• Share feedback, trends and themes with CS leadership.
• Contribute to new processes, playbooks and enablement programs.

Skills

CS Experience

High-volume relationships

Scaled CS concepts

Adoption & renewals

Risk & revenue

Communication

Technical empathy

Documentation

CRM experience

Salesforce

Problem solving

Adaptability

Independence

Tools

Gainsight

ChurnZero

Totango

Planhat

Hook

Outreach

Gong

ZoomInfo

LinkedIn Sales Navigator

Job description

Job Description

Customer Success Manager

Location: Chile fully remote

Salary: CLP 26,400,000 - CLP 34,980,000 plus 15% discretionary annual bonus, paid quarterly based on company ARR and excellent benefits package

About The Opportunity

Our client is a leading e-learning course creation platform, providing software and content that helps organisations create engaging digital learning experiences.

This is an opportunity to join their Customer Success team in a scaled SMB role, supporting a shared portfolio of 1,000+ customers across a range of industries.

Using customer data, lifecycle signals and an AI-native Customer Success platform, you will prioritise engagement around adoption, renewal risk, retention and potential expansion opportunities.

Qualifications

Essential skills and experience:

• 2-3+ years' experience in Customer Success, Account Management or a high-volume customer-facing role
• Experience managing a high volume of concurrent customer relationships
• Understanding of scaled Customer Success, including health scoring, risk and opportunity signals, renewal forecasting and expansion identification
• Experience supporting customer adoption, retention and renewals
• Ability to identify potential customer risks and revenue opportunities
• Strong verbal and written communication skills
• Ability to build rapport quickly and explain technical concepts clearly to non-technical customers
• Strong documentation and organisational skills
• Experience using CRM and Customer Success platforms
• Salesforce experience required
• Strong critical thinking and problem-solving skills
• Resilient and adaptable, with the ability to operate effectively in a fast-paced environment
• Able to work independently while contributing to a collaborative team environment

Desirable Experience

• Experience with Customer Success platforms such as Gainsight, ChurnZero, Totango, Planhat, Hook or similar
• Experience working within a shared-queue or pooled Customer Success model
• Familiarity with Outreach, Gong, ZoomInfo and LinkedIn Sales Navigator
• Knowledge of the e-learning sector, including authoring tools, LMS, localisation or AI-driven content tools
• Previous experience working in a fully remote environment

Role & Responsibilities

Why is This a Great Opportunity:

Responsibilities

As a Customer Success Manager, you will protect and grow revenue across a shared portfolio of 1,000+ SMB customers, ensuring accounts receive timely and relevant engagement when risks or opportunities arise. Your responsibilities will include:

• Providing post-sales coverage across a shared portfolio of 1,000+ customers
• Prioritising engagement based on renewal risk, adoption gaps, expansion indicators and lifecycle signals
• Using AI-generated Customer Success signals to determine the appropriate customer action
• Supporting customer adoption, retention, renewals and business reviews
• Identifying customer risks and developing appropriate mitigation plans
• Identifying potential revenue growth opportunities and partnering with Sales to support expansion
• Accurately forecasting renewal and retention risk
• Recording customer risks, mitigation plans and interactions accurately within Salesforce and Customer Success platforms
• Managing complex, sensitive or non-standard customer situations
• Engaging customers through email, telephone, video, one-to-many outreach and triggered sequences
• Maintaining high levels of responsiveness across a significant volume of customer interactions
• Working closely with Sales, Support, Product and Marketing
• Sharing customer feedback, trends and recurring themes with Customer Success leadership
• Contributing to the development of new processes, playbooks and working practices
• Participating in relevant enablement and certification programmes

Salary Type: Annual Salary

Salary Min: N/A 26000000

Salary Max: N/A 34000000

Currency Type: N/A