Customer Success Manager I LATAM

Whalebone; Colombia; Remote; COP 190,979,000 - 286,469,000; Part time

Benefits offered by this job

ESOP

Flexible remuneration

Wellbeing support via Hedepy

Remote work

Job summary

Whalebone is seeking a Customer Success Manager to oversee LATAM telco accounts. You will grow the protected user base and become a trusted advisor to senior stakeholders, guiding them through Whalebone solutions.

Strong data literacy and client-focused communication are essential. Based in Colombia and able to travel within LATAM, you will collaborate with sales, marketing, product, and support to optimize outcomes.

Qualifications

• 5+ years of experience in customer success management or telco-related roles.
• Demonstrated history of working with Telco customers.
• Excellent written and verbal communication in English.

Responsibilities

• Manage your portfolio of telcos in LATAM and drive growth of protected users.
• Build trusted advisory relationships with key stakeholders and guide them through solutions.
• Leverage data analytics and feedback to inform decisions and improvements.
• Personalize interactions and offerings to client needs and preferences.
• Collaborate across sales, marketing, product and support for a seamless experience.
• Seek continuous improvement through regular feedback and measurable outcomes.

Skills

Customer Success

Telco experience

English proficiency

Job description

Protecting one billion people from cyber threats? If you find this proposition more exciting than scary, come on board and grow with us.

Whalebone is a global company working on user-centric cybersecurity products for telcos, ISPs, enterprises, public institutions, and governments that provide millions of everyday internet users unyielding protection from malware, phishing schemes, ransomware, and other malicious digital attacks without the need for them to download anything. Whalebone is headquartered in Brno, Czech Republic.

At this point, Whalebone has 400+ customers in telecommunications and corporate sectors (A1, O2 Telefonica, Tele2, Panasonic, Bauhaus, and many others) around the globe. With more than 150 team members of multiple nationalities, Whalebone ranked 22nd in Deloitte’s list of fastest-growing companies in Central Europe.

We create cybersecurity products that people can actually use. We protect them against viruses and fraud on the network so that the users do not have to handle anything.

Thanks to this approach, we already protect tens of millions of people worldwide. Become a significant part of an important and ambitious project as a Customer Success Manager.

What will you do:

• Customer Growth: Manage your portfolio of telcos and help them to grow the number of protected people using Whalebone solutions. Our goal is to protect 50% of their customer base. Thanks to your effort, millions of people in your region will be protected against cyber threats. Your portfolio will consist of the LATAM region.
• Become a trusted advisor: Build a strong relationship with key stakeholders, understand their needs and challenges and proactively propose the best possible solution and guide them through its execution. Share best practices to accelerate their growth and maximize their success.
• Data-Driven Decisions: Utilize customer feedback and data analytics to inform decision-making. Understanding customer preferences, pain points, and behavior can guide product/service improvements and targeted marketing efforts.
• Personalization: Tailor interactions and offerings to individual customer needs and preferences. Personalization can create a sense of value and importance for customers, leading to stronger loyalty.
• Internal Collaboration: Collaboration across different departments, such as sales, marketing, product development, and customer support, is crucial for a holistic approach to customer success. Silos can hinder the delivery of a seamless customer experience.
• Continuous Improvement: Strive for continuous improvement in all aspects of customer engagement. Regularly seek feedback from customers, measure outcomes, and use the insights to make iterative enhancements.

Requirements:

• 5+ years of experience in customer success management OR telco-related experience (Sales, product management, key accounts).
• Demonstrated history of working with Telco customers.
• Excellent written and verbal communication skills in English.
• Demonstrated organizational skills for effective task management.
• Proven track record of building and maintaining professional, long-term relationships.
• Will enjoy traveling - throughout LATAM region.
• Based in - Colombia, LATAM.
• Language skills: English, Spanish, and Portuguse ( as s bonus).

Why to work with us?

• Meaningful job - protecting everyday people against malware and hackers all around the globe.
• Rewarding financial package, including the possibility to choose ESOP as a benefit and a motivating flexible part of the remuneration reflecting long term results.
• You will be supported to learn, grow, and gain new experience with us!
• Your opinion will matter to us - discuss your ideas and feedback directly with the CCO or CEO if you feel like they should hear them.
• Access to wellbeing support through Hedepy
• Team: Customer Success, LATAM
• Work setup: Remote
• Location: Colombia, LATAM
• Job type: Contract (Freelance/B2B type of cooperation)