Customer Success Manager

My Outreach Ltd; Medellín; Hybrid; COP 60,000,000 - 100,000,000; Full time

Job summary

My Outreach Ltd in Medellín is seeking a Customer Success Manager to own post-sale client outcomes for a North America portfolio. You will partner with Sales and Campaign Delivery to ensure smooth onboarding and ongoing adoption.

You will manage renewals, monitor account health, coordinate campaigns, and surface product feedback. The role is hybrid, client-facing, and offers growth into senior CS or account leadership as the company scales.

Qualifications

• Experience in customer success, account management or client services.
• B2B SaaS experience is a plus.
• Proactive, data-driven with renewal targets.
• Strong communication with senior stakeholders.
• Located in Medellín; English required; Spanish a plus.

Responsibilities

• Serve as primary post-sale contact for North America clients.
• Coordinate handover with Sales for onboarding.
• Plan and execute campaigns with Campaign Delivery teams.
• Manage campaign lifecycle from kickoff to post-review.
• Identify delivery/adoption risks and drive remediation.
• Gather product feedback to improve service quality.
• Own renewal conversations and collaborate on contracts.
• Monitor account health and campaign performance with metrics.

Skills

Customer success

Account management

English fluency

Spanish advantage

Cross-functional collaboration

Tools

HubSpot

Job description

Location: Medellin (Hybrid)

About the role

We're hiring a Customer Success Manager based in Medell edn to support our North America customers. You will be the primary post-sale contact for a portfolio of clients, working closely with Sales and Campaign Delivery teams to ensure smooth campaign onboarding, execution, and a strong customer experience. Your focus will be proactive account management, driving adoption of our services, resolving delivery issues, and ensuring timely renewals. This is a high-impact role in an international, fast-growing team where you will influence product and process improvements while owning customer outcomes.

What you'll do

• Serve as primary customer contact for a portfolio of North America clients, building trusted relationships across stakeholder groups

• Coordinate closely with Sales during handover to ensure accurate expectations and smooth onboarding

• Partner with Campaign Delivery teams to plan, schedule, and execute campaigns, monitoring milestones and removing blockers

• Manage campaign lifecycle activities including kickoff, QA, performance tracking, and post-campaign reviews

• Proactively identify risks to delivery or adoption and lead cross-functional remediation to protect customer outcomes

• Drive product and process feedback from customers to internal teams to improve service quality and scalability

• Own renewal conversations and activities, build renewal plans, demonstrate value, and work with Sales on contract discussions when needed

• Measure and report on account health, campaign performance, and churn risk; use data to prioritise actions and communicate status to stakeholders

What we're looking for

• Experience in customer success, account management, or client services (B2B SaaS experience is a plus)

• Proven ability to manage cross-functional delivery and collaborate with Sales and operations teams

• Strong customer-facing communication skills and ability to engage senior stakeholders

• Comfort with campaign operations, basic performance analytics, and interpreting campaign metrics

• Results-driven mindset with experience owning renewal outcomes or retention targets

• Fluent in English (required) and Spanish (advantageous); located in Medell edn

Nice to have

• Experience with CRM or customer success platforms (e.g., HubSpot)

• Familiarity with adtech, demand generation campaigns, or email outreach platforms

• Analytical skills and comfort working with spreadsheets

• Experience working with remote and international teams

Who you'll work with

You'll partner day-to-day with Sales, Campaign Delivery, and Product teams. You will report to the Head of Customer Success and play a key role in shaping customer processes and retention strategy across our North America accounts.

Why join us

We're a fast-growing company serving B2B clients across North America. You'll be joining a collaborative, remote-friendly team that values ownership, clear communication, and measurable impact. This role offers scope to grow into senior customer success or account leadership as we scale.

What you'll get

• Base salary competitive for Medell edn market plus performance-based incentives tied to renewals and retention

• Flexible working hours and remote-first culture with a Medell edn-based preference

• Annual team events and regular cross-functional collaboration opportunities

• Learning and development budget and clear career progression

• Company equipment and benefits aligned with local regulations

• Paid time off and a supportive work-life balance