Client Success & Expansion Manager

Valatam; Colombia; Remote; COP 83,823,000 - 100,403,000; Full time

Benefits offered by this job

Paid time off

Health & wellness stipend

Gym/ wellness allowance

Company events

Annual Christmas celebration

Job summary

Valatam is a fully remote LATAM-based firm seeking a Client Success & Expansion Manager to lead our Account Management team and protect and grow revenue across clients.

You will report to the COO and drive client success initiatives, onboarding, and growth with a data-driven approach in a remote LATAM setting.

Qualifications

• Fluent English and Spanish (C1–C2).
• Proven track record leading B2B Customer Success or Account Management teams (remote teams are a plus).
• Strong expertise in retention, churn prevention and closing B2B upsells.
• Advanced HubSpot CRM skills, including account health tracking and pipeline management.

Responsibilities

• Lead and grow the team: set retention and expansion targets, coach on client calls, hire and onboard Account Managers.
• Keep churn low: monitor health across accounts, build retention plans and lead escalation conversations to reduce lost MRR.
• Drive account growth: identify staffing needs, own expansion pipeline, coach through proposals and closing placements.
• Shape the client experience: improve onboarding, set review cadences, collect testimonials and partner with Marketing on success stories.
• Bring process and CRM discipline: document workflows in HubSpot and ensure timely responses and clean handoffs.
• Own the numbers: track lost MRR, retention, upsells and deliver forecasts to leadership.

Skills

Bilingual English/Spanish

Team leadership

Retention upsells

HubSpot CRM

Remote teams experience

BPO/nearshore exposure

Education

Bachelor's or Associate degree preferred

Tools

HubSpot CRM

Job description

Client Success & Expansion Manager | 100% Remote from LATAM | Leadership Role

Ready to lead a team that keeps clients happy and growing? Let's talk.

At Valatam, we connect top bilingual talent from Latin America with leading global companies. Our people are the heart of everything we do, and we're proud to be Certified as a Great Place to Work® (2025–2026). We believe a great employee experience leads to great client results.

We're looking for a Client Success & Expansion Manager to lead our Account Management team. You'll protect the revenue we have, grow it across our client base and coach a team of Account Managers to do their best work. You'll report directly to our Chief Operating Officer, working fully remote from Latin America, in a role with high operational impact and real career growth.

What You'll Do

• Lead and grow the team: set retention and expansion targets, run weekly performance reviews, coach on client calls, and hire, onboard and scale Account Managers.
• Keep churn low: monitor health across all active accounts, build clear retention plans for at-risk clients and lead critical escalation conversations to reduce lost MRR.
• Drive account growth: spot additional staffing needs, own the expansion pipeline and coach your team through proposals and closing new placements.
• Shape the client experience: improve onboarding check-ins, set formal review cadences, oversee testimonial and case study collection, and partner with Marketing to share client success stories.
• Bring process and CRM discipline: document and enforce account management workflows in HubSpot, smooth out Sales-to-Account Management handovers and make sure the team meets every response and resolution deadline.
• Own the numbers: track scorecards on lost MRR, retention, upsells and client health, and deliver weekly forecasts and monthly revenue loss analyses to executive leadership.

What You Bring

• Fluent English and Spanish (C1–C2)
• A proven track record leading B2B Customer Success or Account Management teams (remote teams are a plus)
• Strong expertise in retention, churn prevention and closing B2B upsells
• Advanced HubSpot CRM skills, including account health tracking and pipeline management
• Bonus: experience in BPO, nearshore staffing or virtual assistance
• Bachelor's or Associate's degree preferred
• A dedicated quiet home office, stable high-speed internet (≥10 Mbps down / 2 Mbps up) and a reliable backup

What's In It For You

• Competitive pay: an hourly rate equal to about USD $2,500/month, based on experience.
• Paid time off
• Health & wellness: monthly medical insurance stipend (once eligible), a gym/wellness allowance and unlimited online fitness classes.
• Celebrations: birthday and work anniversary bonuses, company events and our annual Christmas celebration.

Full details on the compensation structure will be shared during the process.

We live by ACTION (get things done), CARE (help others and do things right), OUTSTANDING (operate at the highest standards), DEPENDABLE (own every commitment) and ENERGY (bring positivity every day). If this sounds like you, you'll thrive here.

For a smooth onboarding, new hires need to be available to work from Latin America, with no travel plans, during their first four months. If you already have a trip planned in that window, we'd love to hear from you once you're back!