Customer Success Manager, SMB Onboarding & Growth

Hire Horatio CX; Bogotá ciudad; Presencial; COP 100.440.000 - 167.400.000; Jornada completa

Descripción de la vacante

Horatio is seeking a Customer Success Manager to partner with SMB clients, ensuring rapid value realization and ongoing impact. You’ll support onboarding, retention, and satisfaction through proactive communication and cross-functional collaboration with internal teams.

You will manage a growing portfolio, identify risks, celebrate wins, and collect client feedback to drive product/service alignment. This is an on-site role in Bogota.

Formación

• Native English Speaker.
• BPO experience is mandatory for this role.
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Zendesk certification preferred.

Responsabilidades

• Serve as the primary contact for SMB client portfolio and build long-term trust.
• Provide updates, manage expectations, and escalate issues where appropriate.
• Monitor client trends to flag risks and identify opportunities for optimization.
• Deliver reports on account health and KPIs to guide decisions.
• Gather feedback via check-ins, surveys, and NPS; translate into improvements.
• Support onboarding, manage lifecycle, and ensure smooth handoffs to long-term ownership.

Conocimientos

Native English Speaker

BPO experience

Educación

Bachelor’s degree in Business Administration

Marketing

Communications

Herramientas

Zendesk

Gorgias

Gladly

Salesforce

Descripción del empleo

Horatio is seeking a Customer Success Manager to partner with SMB clients, ensuring rapid value realization and ongoing impact. You’ll support onboarding, retention, and satisfaction through proactive communication and cross-functional collaboration with internal teams.

You will manage a growing portfolio, identify risks, celebrate wins, and collect client feedback to drive product/service alignment. This is an on-site role in Bogota.