Customer Success Manager

Role Objective: As a Customer Success Manager at Oz Forensics, you will be responsible for managing a strategic portfolio of enterprise clients across Colombia and Spanish-speaking LATAM. In this individual contributor role, you will drive product adoption and account growth within a usage-based business model. You’ll partner closely with our global Sales, Marketing and Product teams to deliver seamless customer experience, identify expansion opportunities, and shape scalable processes as we grow. This is a high-impact hands-on role for someone who thrives in dynamic environments, is passionate about customer outcomes, and is excited to help build the foundation of our Customer Success function in the region by creating processes and scaling customer impact with data driven insights). Key Responsibilities: Own and manage a portfolio of enterprise accounts across Colombia and Spanish-speaking LATAM, acting as the primary point of contact throughout the customer lifecycle. Drive product adoption and value realization by aligning our solutions with each customer’s business goals and technical environment. Analyze customer behavior and monitor usage patterns and account health to proactively identify risks, surface growth opportunities, and inform engagement strategies. Lead regular business reviews and strategic conversations with customer stakeholders to reinforce ROI and align roadmap priorities. Collaborate cross-functionally with Sales, Marketing, and Product to resolve issues, influence roadmap decisions, and support upselling and expansion motions. Design and improve scalable customer success processes, playbooks, and tools that enhance efficiency and consistency across the region. Requirements: Professional Experience 6+ years in Customer Success, Account Management, or Consulting roles in B2B technology companies, ideally within SaaS or usage-based models. Proven success managing enterprise-level accounts across Latin America, preferably with exposure to clients in both Colombia and Mexico. Demonstrated ability to drive product adoption, retention, and expansion through strategic account management. Experience working in fast-paced startup or scale-up environments where processes are evolving and ambiguity is common - you’re comfortable building while delivering. Excellent organizational skills and the ability to manage multiple priorities in a dynamic environment. Technical Skills Strong analytical skills with the ability to interpret data, identify trends, and make data-informed decisions. Familiarity with CRM systems (e.g., Salesforce) Experience with Usage-based business models. Comfortable understanding technical products and communicating with cross-functional teams including Product and Engineering. Professional fluency in Spanish and English (written and verbal); Portuguese is a plus. Behavioral Skills High degree of ownership, autonomy, and accountability — you’re proactive and solutions-oriented. Exceptional communication and relationship-building skills with both technical and business stakeholders. Adaptable and resourceful, with a continuous improvement mindset and a bias for action. Naturally collaborative, energized by working across functions and cultures.