Customer Success Manager

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

Descripción de la vacante

Ground Game in Colombia seeks a proactive Customer Success Manager to nurture accounts across the full lifecycle—from onboarding to renewals and expansion. You will serve as a strategic partner, drive adoption of our SaaS solutions, and ensure customers realize ongoing value.

The role requires strong relationship management, organization, and the ability to hit KPI targets while coordinating with Sales, Product, and Support to deliver an exceptional customer experience.

Formación

• Experience in Customer Success, account management, SaaS, or client-facing roles.
• Strong relationship management and communication skills.
• Experience managing renewals, customer retention and expansion.
• Ability to manage multiple customer accounts simultaneously.
• Experience working with CRM systems, preferably Salesforce.
• Strong organizational and problem-solving abilities.
• Goal-oriented with KPIs and revenue targets.
• Comfortable collaborating across multiple departments.

Responsabilidades

• Serve as the primary contact and strategic partner for assigned customer accounts.
• Manage the full customer lifecycle: onboarding, activation, adoption, renewals and expansion.
• Build long-term relationships to drive satisfaction and loyalty.
• Conduct regular business reviews to ensure success and identify growth.
• Identify upsell and cross-sell opportunities within existing accounts.
• Achieve monthly and annual KPIs, retention goals, and revenue targets.
• Collaborate cross-functionally to deliver an exceptional customer experience.
• Coordinate renewal quotes and manage Salesforce records.

Conocimientos

Relationship management

Communication

Renewals

Account growth

Multi-account handling

Cross-functional collaboration

KPI achievement

Herramientas

Salesforce

Descripción del empleo

About the Company

Join a leading provider of 3D design and manufacturing solutions supporting companies through innovative technologies such as SOLIDWORKS and the Dassault Systèmes 3DEXPERIENCE platform. This is an exciting opportunity to become part of a fast-growing industry while helping customers maximize the value of their software and solutions.

The company culture is centered around being people-focused, driving excellence, and remaining adaptable in a constantly evolving environment.

Position Overview

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

• 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
• 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

Qualifications

Required Skills & Experience

• Previous experience in Customer Success, Account Management, SaaS, or related client-facing roles
• Strong relationship management and communication skills
• Experience managing renewals, customer retention, and account growth
• Ability to manage multiple customer accounts simultaneously
• Experience working with CRM systems, preferably Salesforce
• Strong organizational and problem-solving abilities
• Goal-oriented mindset with experience working toward KPIs and revenue targets
• Comfortable collaborating across multiple departments and teams

Preferred Qualifications

• Experience within SaaS, software, technology, engineering, manufacturing, or CAD-related industries
• Familiarity with subscription-based business models
• Experience supporting onboarding and customer adoption initiatives

What Success Looks Like

• High customer retention and satisfaction rates
• Strong adoption and engagement across assigned accounts
• Achievement of renewal and expansion targets
• Accurate pipeline and account management within Salesforce
• Positive customer relationships and long-term partnership growth

Why Join Us?

• Opportunity to join a fast-growing and innovative industry
• Collaborative and people-centric company culture
• Career growth and development opportunities
• High-impact role with visibility across the organization
• Work with cutting-edge 3D design and manufacturing technologies