Growth-Focused Customer Success Manager

Okendo; Colombia; Presencial; COP 70.000.000 - 110.000.000; Jornada completa

Descripción de la vacante

Okendo is seeking a Customer Success Manager to deliver exceptional value to US-based merchants. You’ll own retention, manage a portfolio, and pursue expansion opportunities while collaborating with cross-functional teams to ensure scalable operations.

You will build strong merchant relationships, drive product adoption, and contribute to a high-performing CSM team focused on long-term success and renewals.

Formación

• 5+ years of experience in a customer-facing role at a SaaS company.
• Familiarity with retention and expansion playbooks.
• Comfortable pursuing revenue opportunities with sales support.
• Able to work in a high-volume environment.
• Impeccable communication, both written and verbal.
• Contributes to a positive team culture.

Responsabilidades

• Maintain Net Retention Revenue on assigned accounts.
• Define and implement retention strategies; respond to churn signals per SLAs.
• Build automated playbooks to improve reach and efficiency.
• Lead account management with QBRs, onboarding follow-ups, and 90-day reviews.
• Collaborate with Support, Onboarding, and Engineering to resolve issues.
• Drive product adoption and educate merchants on new features.
• Source demos and partner with merchants to support expansion.

Conocimientos

Customer-facing

Presentation skills

SaaS experience

Retention & expansion playbooks

Proactive revenue opportunities

High-volume environment

Communication

Team collaboration

Account management

Descripción del empleo

Okendo is seeking a Customer Success Manager to deliver exceptional value to US-based merchants. You’ll own retention, manage a portfolio, and pursue expansion opportunities while collaborating with cross-functional teams to ensure scalable operations.

You will build strong merchant relationships, drive product adoption, and contribute to a high-performing CSM team focused on long-term success and renewals.