Customer Success Manager

Ground Game LLC; Colombia; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Ground Game LLC is seeking a proactive Customer Success Manager to manage and grow relationships with assigned customer accounts through onboarding, activation, product adoption, renewals, and expansion opportunities. The role emphasizes upsell and cross-sell activities within existing accounts to drive retention and revenue growth.

The ideal candidate will be relationship-oriented, highly organized, and experienced in managing customer portfolios while delivering an exceptional customer

Formación

• Experience in customer success and account management.
• Strong communication and organizational skills.
• Sales-focused with upsell/cross-sell experience.

Responsabilidades

• Serve as the primary point of contact and strategic partner for assigned customer accounts.
• Manage the full customer lifecycle, including onboarding, activation, adoption, renewals, and account expansion.
• Build long-term relationships that drive customer satisfaction and loyalty.
• Conduct regular business reviews to identify growth opportunities and ensure success.
• Identify upsell and cross-sell opportunities within existing accounts and contribute to revenue targets.
• Collaborate with internal teams to deliver an exceptional customer experience and coordinate renewal processes.

Descripción del empleo

We are seeking a proactive, customer-focused, and results-driven Customer Success Manager

(CSM) to manage and grow relationships with assigned customer accounts. This role will

oversee the full customer lifecycle, including onboarding, SaaS activation, product adoption,

renewals, and expansion opportunities.

The ideal candidate is relationship-oriented, highly organized, and experienced in managing customer portfolios while driving customer retention and revenue growth.

Key Responsibilities

• THIS IS A POSITION HEAVILY FOCUS ON SALES (UPSELLING AND CROSSELLING)
• Serve as the primary point of contact and strategic partner for assigned customer accounts
• Manage the full customer lifecycle, including onboarding, activation, adoption, renewals, and account expansion
• Build strong long-term relationships that drive customer satisfaction and loyalty
• Conduct regular business reviews with customers to ensure success and identify growth opportunities
• Identify upsell and cross-sell opportunities within existing accounts
• Achieve monthly and annual KPIs, retention goals, and revenue targets
• Collaborate cross-functionally with internal teams to deliver an exceptional customer experience
• Convert quotes into sales orders and assist with subscription renewals
• Process customer payments, including credit card transactions
• Create and manage renewal quotes within Salesforce
• Coordinate customer onboarding and implementation activities with internal teams
• Maintain accurate and up-to-date records in Salesforce, including customer activities,contacts, opportunity stages, and forecasts