Customer Success Manager

testRigor; Colombia; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

testRigor is seeking a Customer Success Manager to manage key client relationships, drive adoption, and ensure successful outcomes for our global clients. Reporting to the Head of Customer Success, you will work cross-functionally to enhance the customer experience, deliver insights to our Product team, and help shape the growth of our CS department.

You’ll own onboarding, monitor health metrics, and collaborate with Sales, Support, Product, and Engineering to maximize retention and unlock

Formación

• 2+ years in a Customer Success role in B2B SaaS or technology companies.
• Proven ability to manage multiple clients and projects, with a focus on meeting deadlines and exceeding client expectations.
• Experience in tracking and managing customer success metrics, with a focus on client retention, satisfaction, and engagement.
• Strong verbal and written skills, with the ability to communicate effectively with stakeholders at all levels.
• Demonstrated ability to work cross-functionally and contribute to a positive, dynamic work environment.

Responsabilidades

• Maintain strong relationships with clients to meet retention and adoption goals, driving loyalty and long-term partnership.
• Manage the onboarding process to ensure clients are set up for success and have a clear understanding of our product’s value and capabilities.
• Track and analyze customer health metrics and identify opportunities to increase engagement and resolve potential issues proactively.
• Partner with Sales, Support, Product, and Engineering teams to ensure alignment on customer needs, challenges, and objectives.
• Act as the voice of the customer, providing structured feedback to Product teams to enhance user experience and align with evolving client needs.
• Work with internal tools and refine processes to improve Customer Success efficiency and impact.
• Collaborate with Sales to identify cross-sell opportunities, drive renewals, and generate leads for additional solutions where appropriate.

Conocimientos

Relationship management

SaaS knowledge

Cross-functional collaboration

Customer health tracking

Communication skills

Descripción del empleo

As a Customer Success Manager, you’ll be responsible for managing key client relationships, driving adoption and satisfaction, and ensuring successful outcomes for our global clients. Reporting to the Head of Customer Success, you will work cross-functionally to enhance the customer experience, deliver insights to our Product team, and help shape the growth of our Customer Success department.

Responsibilities:

• Maintain strong relationships with clients to meet retention and adoption goals, driving loyalty and long-term partnership.
• Manage the onboarding process to ensure clients are set up for success and have a clear understanding of our product’s value and capabilities.
• Track and analyze customer health metrics and identify opportunities to increase engagement and resolve potential issues proactively.
• Partner with Sales, Support, Product, and Engineering teams to ensure alignment on customer needs, challenges, and objectives.
• Act as the voice of the customer, providing structured feedback to Product teams to enhance user experience and align with evolving client needs.
• Work with internal tools and refine processes to improve Customer Success efficiency and impact.
• Collaborate with Sales to identify cross-sell opportunities, drive renewals, and generate leads for additional solutions where appropriate.

Requirements

Qualifications:

• 2+ years in a Customer Success role, preferably in B2B SaaS or technology companies, with a passion for delivering value and building relationships.
• Proven ability to manage multiple clients and projects, with a focus on meeting deadlines and exceeding client expectations.
• Experience in tracking and managing customer success metrics, with a focus on client retention, satisfaction, and engagement.
• Strong verbal and written skills, with the ability to communicate effectively with stakeholders at all levels.
• Demonstrated ability to work cross-functionally and contribute to a positive, dynamic work environment.
• Comfort with learning software programs and configuring products to meet specific customer needs.
• Thrive in a fast-paced, high-growth environment with the ability to manage and adjust to change effectively.

Commission: 20% annual base salary paid quarterly contingent upon meeting retention goal

Upsell commissions: 10% of all recurring revenue upsells, 2% of non-recurring revenue upsells.