Customer Success Office Agent (CSM Back-Office)

Regnology Germany GmbH; Colombia; Remote; COP 35,000,000 - 55,000,000; Full time

Job summary

Regnology Germany GmbH is seeking a Customer Success Office Agent to act as the operational backbone for our Customer Success Managers. You will keep systems accurate, coordinate meetings, and streamline internal workflows from a remote setup in Bogota.

The role offers the chance to wear multiple hats in a fast-paced, international SaaS environment, focusing on back-office support, data quality, and cross-functional coordination with Support, Product, and Sales teams.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience in a customer success/CS support role is a plus.
• Experience with CRM platforms and reporting/dashboarding tools.
• Strong written and verbal English communication.

Responsibilities

• Back-office support to Customer Success Managers and coordination of meetings.
• Maintain account records and client health data for visibility.
• Coordinate client meetings, QBRs, and internal reviews.
• Support renewal, onboarding, and account-review processes with documentation.
• Develop and refine internal CS processes, templates, and playbooks.
• Maintain internal documentation and reporting templates for CS.
• Identify inefficiencies in CS workflows and propose improvements.
• Ensure accurate CRM data and cross-system reconciliation.
• Collaborate with Support, Product, and other teams across time zones.

Skills

English proficiency

CRM experience

Communication skills

Organized

Education

Bachelor's degree

Tools

Salesforce

Workflow tools

Dashboarding tools

Job description

About the Company

At Regnology our greatest asset is our people. We value diversity and foster an inclusive environment that supports learning, safety, and growth. By investing in our team, listening to customers, and encouraging creativity, we drive continuous innovation and improvement. We offer a flexible, innovative environment where your ideas matter and your career can thrive. Regnology is a global leader in regulatory reporting, helping financial institutions, regulators, and tax authorities improve data quality, efficiency, and cost savings. Our mission: to safeguard financial markets through smarter, future-ready solutions.

Regnology is a leading technology firm on a mission to bring efficiency and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 35,000 financial institutions, over 100 regulators, international organizations, and tax authorities relying on our solutions to process their regulatory reporting data, we are uniquely positioned to bring greater data quality, automation, and cost savings to all market participants. With a global team of over 1,200 employees, our clients can swiftly implement and derive value from our solutions and stay ahead of regulatory changes. Established in 2021 through the merger of BearingPoint RegTech and Vizor Software, Regnology is rapidly growing into a leading global regulatory reporting powerhouse.

What You'll Do

Do you excel at organization and enjoy supporting others behind the scenes? Become a Customer Success Office Agent and be the operational backbone for our Customer Success Managers (CSMs) — keeping systems accurate, meetings running smoothly, and processes improving as we scale. In our fast-paced, expanding company, you'll have the opportunity to wear multiple hats, adapt to new challenges, and grow your skills in a supportive environment — in a remote setup from Bogota.

Why we should decide on you

We are looking for a structured, reliable, and detail-oriented individual to join our Customer Success team as a Customer Success Office Agent. In this role, you will provide dedicated back-office support to our Customer Success Managers, helping them stay organized, informed, and focused on the client relationship while you handle the operational groundwork. As one of the first hires in your region, you will play a key role in helping us scale our Customer Success operations, standardize internal workflows, and free up CSM capacity for higher-value client work. This is a role for someone who thrives in a fast-moving, international environment and wants to help improve the way we support our clients from behind the scenes.

Key Responsibilities

• Customer Success Office Provide back-office support to CSMs through CRM maintenance, meeting coordination, follow‑up tracking, and internal workflows.
• Prepare and maintain account records, client health data, and status updates so CSMs have accurate, up‑to‑date visibility at all times.
• Schedule and coordinate client meetings, QBRs, and internal reviews, including agenda prep and follow‑up action tracking.
• Support renewal, onboarding, and account‑review processes by keeping documentation, timelines, and checklists current.
• Process & Documentation Assist in building and improving internal CS processes, templates, and playbooks as the organization scales.
• Maintain and refine internal documentation, knowledge bases, and reporting templates used by the CS team.
• Identify recurring patterns or inefficiencies in CSM workflows and suggest improvements.
• Reporting & Data Quality Ensure accurate records and consistent updates across systems (CRM and related tools) for full customer visibility.
• Contribute to internal reporting on account status, client engagement, and CS operational metrics.
• Support data entry, data cleanup, and cross‑system reconciliation tasks with a high standard of accuracy.
• Cross‑Functional Coordination Work closely with CSMs to understand upcoming priorities and proactively prepare the materials, data, or coordination they need.
• Liaise with other internal teams (e.g., Support, Product) when account information needs to be gathered or clarified on behalf of a CSM.
• Works well across time zones and cultures, and is comfortable in a globally distributed team.

What You Bring

Bachelor's degree in Business Administration, Information Technology, Finance, Accounting, or a related field preferred; equivalent professional experience will also be considered. Experience in a customer success office, sales/CS support, or another operationally‑focused, service‑oriented role is a plus. Experience working with CRM platforms (e.g., Salesforce), internal workflow tools, or reporting/dashboarding tools. Proven ability to manage and prioritize multiple requests with structure and attention to detail. Strong written and verbal communication skills in English. You are based in Bogota. Experience within financial markets, ideally with banking clients Preferably exposure to regulatory reporting and/or risk management Familiarity with AI concepts and their potential applications in a business environment.

Your Key Attributes

• Highly organized and detail-oriented, with a strong sense of ownership and responsibility.
• Brings structure and clarity to complex or ambiguous workflows.
• Calm, dependable, and service-oriented, even under pressure.
• Enjoys building efficient internal processes and improving day‑to‑day operations.
• Curious and motivated to grow into broader Customer Success operations, enablement, or account management roles.

Why you should decide on us

Let's grow together; join a market leading SaaS company — our agile character and culture of innovation enables you to design our future. We provide you with the opportunity to take on responsibility and participate in international projects. In addition to our buddy‑program, we offer numerous individual and wide‑ranging training opportunities during which you can explore technical and functional areas. Our internal mobility initiative encourages colleagues to transfer cross‑functionally to gain experience and promotes knowledge sharing. We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. Together we're better — meet your colleagues at our numerous team events.

Visit our website: www.regnology.net