On-site SMB Customer Success Lead — Onboarding & Growth

Horatio; Bogotá; Presencial; COP 90.000.000 - 150.000.000; Jornada completa

Descripción de la vacante

Horatio in Bogotá, Colombia is seeking a Customer Success Manager to partner with SMB clients, ensuring value delivery and ongoing satisfaction through proactive communication and cross-functional collaboration.

You will onboard, manage lifecycle, and monitor health metrics, with a focus on retention, upsell opportunities, and minimizing churn. Native English is required; BPO experience and a Bachelor's degree are essential for this on-site role.

Formación

• Fluent English is required for client communication.
• Experience in BPO, SaaS, or CX-focused environments is essential.
• Strong ability to manage SMB client relationships and drive value.
• Experience onboarding and guiding customers through initial lifecycle steps.

Responsabilidades

• Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust.
• Provide timely updates, manage expectations, and elevate issues where appropriate.
• Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization.
• Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions.
• Champion the client voice across Horatio, ensuring product and service alignment with real customer needs.

Conocimientos

Native English

BPO experience

Customer success mindset

Cross-functional collaboration

Educación

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Herramientas

Zendesk

Descripción del empleo

Horatio in Bogotá, Colombia is seeking a Customer Success Manager to partner with SMB clients, ensuring value delivery and ongoing satisfaction through proactive communication and cross-functional collaboration.

You will onboard, manage lifecycle, and monitor health metrics, with a focus on retention, upsell opportunities, and minimizing churn. Native English is required; BPO experience and a Bachelor's degree are essential for this on-site role.