Customer Success Manager (Mid-Market / Enterprise)

Terrific; Bogotá; On-site; COP 189,855,000 - 316,426,000; Full time

Job summary

Terrific is hiring a Customer Success Manager to own and scale the post-sale lifecycle for mid-market and enterprise customers. You will drive onboarding, activation, adoption, retention and expansion, partnering with Sales and Product to reduce churn and grow accounts.

You will define scalable playbooks, processes, and dashboards, turning customer feedback into measurable outcomes and long-term revenue. Fluency in English is required as Terrific operates globally.

Qualifications

• 2+ years in Customer Success, Account Management, or similar roles.
• Experience with SaaS products and customer lifecycles.
• Strong ability to manage relationships and drive outcomes.

Responsibilities

• Own the customer lifecycle end-to-end: Onboarding → Activation → Adoption → Retention → Expansion.
• Lead onboarding and ensure fast time-to-value for mid-market and enterprise customers.
• Drive product adoption and ongoing engagement to reduce churn and increase retention.
• Build strong relationships with key stakeholders and partner with Sales on upsells.
• Provide feedback to Product and Engineering based on customer insights.
• Create scalable CS playbooks, processes, and lifecycle journeys.

Skills

Relationship management

SaaS product experience

Account management

Customer lifecycle

Ownership mindset

Tools

HubSpot

Gainsight

Intercom

Job description

See something that should exist? Build it. See a better way? Do it.

At Terrific, every role directly impacts how we grow from product to revenue to customer experience. We're building the next generation of social commerce through live shopping powered by real-time data and AI. And we believe customer data should belong to the brands who earn it - not third-party platforms. Terrific is hiring Customer Success Managers in multiple locations to help shape the future of social commerce.

The Role

We are hiring a builder to own and scale the customer lifecycle after the deal is closed. We have strong product potential, but long-term success depends on how customers adopt, engage, and grow with Terrific.

This role exists to turn customers into successful, long-term partners.

What You Will Build

You will help define how customers experience Terrific post-sale.

Your work will directly shape:

• How customers onboard and reach first value
• How customers adopt core features and build habits
• How we identify and act on expansion opportunities
• How we reduce churn and increase retention
• How Terrific turns customers into long-term growth partners

You'll build the playbooks, lifecycle, and touchpoints that drive retention and expansion.

What You Will Own

You will own the customer lifecycle end-to-end. Onboarding → Activation → Adoption → Retention → Expansion.

Customer Lifecycle Ownership

• Own a portfolio of mid-market and enterprise customers
• Lead onboarding and ensure fast time-to-value
• Drive product adoption and ongoing engagement
• Build strong relationships with key stakeholders

Activation & Adoption

• Ensure customers successfully launch and use Terrific
• Identify friction points in onboarding and usage
• Proactively guide customers toward best practices
• Turn product usage into measurable outcomes

Retention & Expansion

• Monitor account health and identify risks early
• Drive renewals and reduce churn
• Identify and execute expansion opportunities
• Partner with Sales on upsells and account growth

Product & Feedback Loop

• Act as the voice of the customer internally
• Provide structured feedback to Product and Engineering
• Identify patterns across accounts and surface insights
• Help improve onboarding and product experience

Systems & Scale

• Help build CS playbooks, processes, and lifecycle journeys
• Define what "good" looks like across onboarding and engagement
• Contribute to dashboards, health scoring, and reporting
• Create repeatable processes that scale

You will have real ownership and autonomy.

Who You Are

You are someone who understands that customer success is about outcomes, not activity.

Requirements

• 2+ years in Customer Success, Account Management, or similar roles
• Experience working with SaaS products and customer lifecycles
• Strong ability to manage relationships and drive outcomes
• Experience onboarding and supporting mid-market or enterprise customers
• High ownership and proactive mindset

Nice to Have

• Experience in eCommerce, media, or digital platforms
• Experience working in fast-paced or early-stage environments
• Familiarity with tools like HubSpot, Gainsight, Intercom, or similar
• Experience working closely with product teams

Why This Role Matters

You won't inherit a fully built customer journey.

You'll help define how customers succeed with Terrific.

Your work will directly impact retention, expansion, and long-term revenue.

Why Terrific?

Terrific is a focused, execution-driven company where strong operators have direct impact.

You'll work closely with leadership to shape how we grow.

We move fast, operate with high ownership, and value people who build.

Please note: We review every application carefully. While we may not be able to respond to everyone, we will reach out to candidates whose experience aligns with what we're building.

Required:

• Deep experience in at least one of Terrific's three commercial pillars - eCommerce, Marketing, or Media - and enough fluency across the other two to contribute credibly from day 1
• Terrific operates as a global company, and English is our primary business language. As such, all roles require fluency in written and spoken English

Be part of the change that's quietly reshaping how people discover and buy online.

Passionate about social media and e-commerce? Come build what's next at Terrific.