Client Success Manager

Outsourced; Medellín; Hybrid; COP 9,000,000 - 15,000,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Outsourced is seeking a Customer Success Manager to oversee strategic client relationships in Medellín, Colombia, with a hybrid work setup. You will drive retention, identify growth opportunities, and coordinate with recruiting, HR, and operations to fulfill staffing needs.

The ideal candidate has 3+ years in customer success or related roles, a bachelor's degree in business or a related field, and excellent English communication to engage with senior stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field.
• 3+ years in Customer Success, Account Management, or similar roles.
• Proven ability to manage client relationships and drive retention/growth.
• Excellent English communication, written and verbal.
• Strong strategic thinking, listening, and problem-solving skills.
• Experience with CRM systems and data analysis tools.

Responsibilities

• Manage Client Relationships: Build trusted relationships with key stakeholders at all organizational levels, serving as a strategic advisor and primary point of contact.
• Drive Retention and Growth: Understand client objectives, identify potential risks, and recommend solutions that strengthen partnerships and create new business opportunities.
• Lead Client Engagements: Facilitate strategic conversations, performance reviews, and business updates, translating complex operational information into clear, actionable insights.
• Coordinate Staffing Operations: Manage client staffing requests and job orders, partnering with recruitment, HR, and operations teams to ensure timely and effective fulfillment.
• Monitor Performance: Track service delivery, client satisfaction, staffing metrics, and other KPIs to identify improvement opportunities and drive accountability.
• Collaborate Across Teams: Align internal resources and priorities with client objectives, providing feedback and actionable plans to continuously improve service quality.
• Proactively Solve Challenges: Monitor client sentiment, address concerns, and anticipate potential issues before they impact satisfaction or retention.

Skills

Client relationships

Strategic thinking

Communication

Cross-functional collab

Stakeholder engagement

Education

Bachelor's degree in Business Administration, Management, or related field

Tools

CRM systems

Ticketing platforms

Microsoft Excel

Job description

Customer Success Manager

Location: Medellín, Colombia | Hybrid

Are you passionate about building strong client relationships, driving business growth, and delivering exceptional customer experiences?

We're looking for a Customer Success Manager to manage strategic client relationships, strengthen retention, and identify opportunities to expand existing partnerships. This role is ideal for a proactive, business-minded professional who can engage confidently with senior stakeholders, anticipate client needs, and collaborate with cross-functional teams to deliver measurable results.

What You'll Do

• Manage Client Relationships: Build trusted relationships with key stakeholders at all organizational levels, serving as a strategic advisor and primary point of contact.
• Drive Retention and Growth: Understand client objectives, identify potential risks, and recommend solutions that strengthen partnerships and create new business opportunities.
• Lead Client Engagements: Facilitate strategic conversations, performance reviews, and business updates, translating complex operational information into clear, actionable insights.
• Coordinate Staffing Operations: Manage client staffing requests and job orders, partnering with recruitment, HR, and operations teams to ensure timely and effective fulfillment.
• Monitor Performance: Track service delivery, client satisfaction, staffing metrics, and other KPIs to identify improvement opportunities and drive accountability.
• Collaborate Across Teams: Align internal resources and priorities with client objectives, providing feedback and actionable plans to continuously improve service quality.
• Proactively Solve Challenges: Monitor client sentiment, address concerns, and anticipate potential issues before they impact satisfaction or retention.

What We're Looking For

• Bachelor's degree in Business Administration, Management, or a related field.
• At least 3 years of experience in Customer Success, Account Management, Client Relations, or a similar role, preferably within staffing, BPO, or service delivery environments.
• Proven experience managing client relationships, conducting business reviews, and supporting account retention or growth.
• Excellent written and verbal English communication skills, with the confidence to engage with senior-level stakeholders.
• Strong strategic thinking, active listening, problem-solving, and relationship-building skills.
• Ability to manage multiple accounts and competing priorities in a fast-paced environment.
• Familiarity with performance metrics such as CSAT, NPS, and operational KPIs.
• Proficiency in CRM systems, ticketing platforms, and Microsoft Excel or similar data analysis tools.

What Makes You a Great Fit?

You're a proactive and commercially minded professional who combines strong interpersonal skills with strategic thinking. You know how to build credibility with clients, turn challenges into opportunities, and bring internal teams together to achieve shared goals. You remain composed under pressure, take ownership of outcomes, and are committed to building long-term, mutually beneficial partnerships.

Work Arrangement

• Hybrid work model in Medellín, Colombia.