Strategic Enterprise CSM for HR Tech & Adoption

Semos Cloud LLC; Lewisville (TX); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Semos Cloud LLC is seeking a Customer Success Manager to own outcomes for a portfolio of enterprise customers. You will partner with HR, HRIS, IT and business stakeholders to accelerate adoption, demonstrate value and protect renewals.

You will coordinate onboarding, enablement and time-to-value, lead structured business reviews, and drive retention and growth through cross-functional teamwork and accurate health reporting.

Formación

• 3+ years of hands-on B2B SaaS Customer Success, account management or post-sales ownership, including direct responsibility for an ongoing customer portfolio.
• Demonstrable experience managing complex mid-market or enterprise customers with multiple stakeholders; exposure to large, distributed organizations is strongly preferred.
• Concrete examples of improving adoption, rescuing at-risk accounts, supporting renewals and/or uncovering account expansion, not just reporting satisfaction.
• Experience leading customer onboarding, live training and outcome-focused business reviews.
• Ability to interpret SaaS usage and customer-health data and translate it into practical account action plans.
• Professional English for independent customer calls, written updates and executive presentations; professional Spanish for work with Colombia/LATAM stakeholders.
• Professional fluency in Portuguese (considered a plus)
• Comfort owning difficult customer conversations, coordinating technical teams and following through without close supervision.

Responsabilidades

• Serve as the accountable post-sales contact; maintain stakeholder maps, executive relationships and clear account priorities for an enterprise portfolio.
• Coordinate implementation handoffs, launch plans, customer enablement, milestones and follow-through across internal teams.
• Agree on business objectives, measurable KPIs, owners and timelines with each customer; review progress and adjust plans.
• Analyze usage and engagement by customer segment; deliver targeted training and interventions that improve sustained product utilization.
• Combine product, support and stakeholder signals to spot churn risks early; document and execute recovery plans.
• Lead structured customer reviews showing outcomes, adoption gaps, recommendations and the next joint actions.
• Own renewal readiness and collaborate with Sales on commercial renewals, upsell and cross-sell opportunities supported by customer needs.
• Coordinate Sales, Product, Engineering and Support; escalate blockers with context, owners and deadlines.
• Capture actionable feedback and identify appropriate customers for references, testimonials, referrals and case studies.
• Keep customer records current and report health, adoption, outcomes, renewal risks and growth opportunities.

Conocimientos

B2B SaaS

Customer Success

Account Management

Relationship Management

Onboarding

Training Delivery

Data Interpretation

Executive Communication

Spanish Proficiency

Portuguese Proficiency

Descripción del empleo

Semos Cloud LLC is seeking a Customer Success Manager to own outcomes for a portfolio of enterprise customers. You will partner with HR, HRIS, IT and business stakeholders to accelerate adoption, demonstrate value and protect renewals.

You will coordinate onboarding, enablement and time-to-value, lead structured business reviews, and drive retention and growth through cross-functional teamwork and accurate health reporting.