Customer Success Manager

PerkUp; Perímetro Urbano Medellín; On-site; COP 145,841,688 - 218,762,533; Full time

Job summary

A fast-growing HR Tech startup is seeking a Customer Success Manager to manage accounts in Medellín. This role involves owning a portfolio, driving expansion revenue, and delivering maximum client value. You will manage order processes, collaborate with cross-functional teams, and ensure client success. The ideal candidate has 2+ years of experience in customer success or account management and strong project management skills. Fluent English communication is essential.

Qualifications

• 2+ years of experience in customer success or account management.
• Demonstrated ability to manage a quota or commercial target.
• Strong project management skills managing multiple active orders.

Responsibilities

• Own a portfolio of accounts to drive expansion revenue.
• Manage the full customer lifecycle: onboarding, adoption, renewals.
• Create and follow up on subscription and bulk order invoices.

Skills

Customer success management

Project management

Quota management

Communication skills

CRM software experience

Organizational skills

Education

2+ years in customer success or account management

Tools

Google Workspace

Attio

Salesforce

HubSpot

Job description

PerkUp is a fast‑growing HR Tech startup disrupting the $242B corporate gifting industry. Our platform lets employers send high‑quality swag, gifts, gift cards, and rewards to employees globally — with On Demand fulfillment, 9 warehouses across 4 continents, and 60+ HRIS integrations. To learn more, visit perkupapp.com.

We are looking for a Customer Success Manager to own a portfolio of accounts, drive expansion revenue, and ensure every client gets maximum value from the PerkUp platform. This is a quota‑carrying role. CSMs at PerkUp are expected to deeply understand each client's business, proactively generate bulk swag opportunities, put out quotes consistently, and close expansion agreements. You will work cross‑functionally with Design, Operations, and Warehousing on a daily basis to make sure orders are executed flawlessly and delivered on time.

Key Responsibilities

Quota & Bulk Swag Order Management

• Own a monthly and quarterly quota for bulk swag orders processed and total GMV generated from your accounts
• Proactively reach out to clients to surface upcoming needs — events, new hire kits, employee gifting campaigns, and seasonal opportunities
• Build and send quotes for bulk swag orders inside the PerkUp platform; follow up persistently to close
• Manage the full order lifecycle from quote to delivery: artwork approvals, proof reviews, production timelines, warehouse routing, and final fulfillment confirmation
• Coordinate daily with the Design, Operations, and Warehousing teams to ensure orders stay on track and are executed to spec
• Handle exceptions and escalations — out-of-stock substitutions, supplier delays, international customs issues, and last‑minute changes
• Manage urgent and time‑sensitive orders with clear internal communication and client updates throughout

Expansion & Account Growth

• Develop a deep understanding of each client's business, gifting strategy, and upcoming programs to identify expansion opportunities before they ask
• Propose and negotiate minimum spend commitment agreements that unlock premium benefits for clients
• Conduct regular business reviews with key accounts to report on program performance and present new opportunities
• Collaborate with Sales to identify upsell and cross‑sell opportunities within existing accounts
• Track and report on expansion pipeline and account health across your portfolio

Account Management & Retention

• Own a portfolio of accounts across SMB and mid‑market segments and manage the full customer lifecycle: onboarding, adoption, renewals, and at‑risk intervention
• Run onboarding calls for new clients, set up their platform, and ensure successful activation
• Coordinate HRIS integration setup (Rippling, BambooHR, Cornerstone, Workday, and others) and troubleshoot any issues with the support team
• Monitor customer health scores weekly and proactively address risks before they become churn
• Confirm warehouse receiving for inbound inventory on your accounts

Invoicing & Revenue Collection

• Create, send, and follow up on subscription invoices and bulk order invoices; maintain clean accounts receivable across your portfolio
• Chase outstanding payments professionally and persistently; elevate when needed
• Process refunds, balance adjustments, and payment corrections in coordination with Finance

Qualifications

• 2+ years of experience in customer success, account management, or a client‑facing commercial role
• Demonstrated ability to manage a quota or commercial target — you know what it feels like to be accountable to a number
• Strong project management skills — you can manage 10+ active orders simultaneously without things falling through the cracks
• Experience in SaaS, ecommerce, or B2B platforms
• Excellent written and verbal English communication — you will be in front of enterprise clients daily
• Experience building quotes or managing complex order workflows
• Comfortable managing invoicing and payment collection professionally
• CRM experience (Attio, Salesforce, HubSpot, or similar)
• Proficiency in Google Workspace (Sheets, Docs, Slides)
• Highly organized, detail‑oriented, and proactive

Nice to Haves

• Experience in corporate gifting, promotional products, or employee rewards
• Familiarity with HRIS platforms (Rippling, BambooHR, Workday, Cornerstone, etc.)
• Experience with Shopify, Retool, Stripe, or similar tools
• Familiarity with international shipping, customs, and fulfillment logistics
• Experience working with design or operations teams on physical product fulfillment
• Experience using AI tools for productivity