Remote CSM — AI-Driven Growth for 1,000+ SMBs

NPAworldwide; Temuco; À distance; CLP 26 000 000 - 34 000 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

CS Experience

High-volume relationships

Scaled CS concepts

Adoption & renewals

Risk & revenue

Communication

Technical empathy

Documentation

CRM experience

Salesforce

Problem solving

Adaptability

Independence

Outils

Gainsight

ChurnZero

Totango

Planhat

Hook

Outreach

Gong

ZoomInfo

LinkedIn Sales Navigator

Description du poste

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.