Customer Success Manager
NPAworldwideJob Description
Customer Success Manager
Location: Chile fully remoteSalary: US$27.7-36.7K plus bonus and excellent benefits package
About The Opportunity
Our client is a leading e-learning course creation platform, providing software and content that helps organisations create engaging digital learning experiences.
This is an opportunity to join their Customer Success team in a scaled SMB role, supporting a shared portfolio of 1,000+ customers across a range of industries.
Using customer data, lifecycle signals and an AI-native Customer Success platform, you will prioritise engagement around adoption, renewal risk, retention and potential expansion opportunities.
Role & Responsibilities
As a Customer Success Manager, you will protect and grow revenue across a shared portfolio of 1,000+ SMB customers, ensuring accounts receive timely and relevant engagement when risks or opportunities arise. Your responsibilities will include:
Essential skills and experience:
Why Join?
This is an excellent opportunity to join a leading international SaaS and e-learning technology business in a modern, data-driven Customer Success environment.
You will gain exposure to AI-enabled Customer Success, work with a large and varied customer base and play an important role in driving adoption, retention, renewals and customer growth, all within a fully remote position based in Chile.
Salary Type : Annual Salary
Salary Min : $ 27500
Salary Max : $ 36500
Currency Type : USD
Customer Success Manager
Location: Chile fully remoteSalary: US$27.7-36.7K plus bonus and excellent benefits package
About The Opportunity
Our client is a leading e-learning course creation platform, providing software and content that helps organisations create engaging digital learning experiences.
This is an opportunity to join their Customer Success team in a scaled SMB role, supporting a shared portfolio of 1,000+ customers across a range of industries.
Using customer data, lifecycle signals and an AI-native Customer Success platform, you will prioritise engagement around adoption, renewal risk, retention and potential expansion opportunities.
Role & Responsibilities
As a Customer Success Manager, you will protect and grow revenue across a shared portfolio of 1,000+ SMB customers, ensuring accounts receive timely and relevant engagement when risks or opportunities arise. Your responsibilities will include:
- Providing post-sales coverage across a shared portfolio of 1,000+ customers
- Prioritising engagement based on renewal risk, adoption gaps, expansion indicators and lifecycle signals
- Using AI-generated Customer Success signals to determine the appropriate customer action
- Supporting customer adoption, retention, renewals and business reviews
- Identifying customer risks and developing appropriate mitigation plans
- Identifying potential revenue growth opportunities and partnering with Sales to support expansion
- Accurately forecasting renewal and retention risk
- Recording customer risks, mitigation plans and interactions accurately within Salesforce and Customer Success platforms
- Managing complex, sensitive or non-standard customer situations
- Engaging customers through email, telephone, video, one-to-many outreach and triggered sequences
- Maintaining high levels of responsiveness across a significant volume of customer interactions
- Working closely with Sales, Support, Product and Marketing
- Sharing customer feedback, trends and recurring themes with Customer Success leadership
- Contributing to the development of new processes, playbooks and working practices
- Participating in relevant enablement and certification programmes
Essential skills and experience:
- 2-3+ years' experience in Customer Success, Account Management or a high-volume customer-facing role
- Experience managing a high volume of concurrent customer relationships
- Understanding of scaled Customer Success, including health scoring, risk and opportunity signals, renewal forecasting and expansion identification
- Experience supporting customer adoption, retention and renewals
- Ability to identify potential customer risks and revenue opportunities
- Strong verbal and written communication skills
- Ability to build rapport quickly and explain technical concepts clearly to non-technical customers
- Strong documentation and organisational skills
- Experience using CRM and Customer Success platforms
- Salesforce experience required
- Strong critical thinking and problem-solving skills
- Resilient and adaptable, with the ability to operate effectively in a fast-paced environment
- Able to work independently while contributing to a collaborative team environment
- Experience with Customer Success platforms such as Gainsight, ChurnZero, Totango, Planhat, Hook or similar
- Experience working within a shared-queue or pooled Customer Success model
- Familiarity with Outreach, Gong, ZoomInfo and LinkedIn Sales Navigator
- Knowledge of the e-learning sector, including authoring tools, LMS, localisation or AI-driven content tools
- Previous experience working in a fully remote environment
Why Join?
This is an excellent opportunity to join a leading international SaaS and e-learning technology business in a modern, data-driven Customer Success environment.
You will gain exposure to AI-enabled Customer Success, work with a large and varied customer base and play an important role in driving adoption, retention, renewals and customer growth, all within a fully remote position based in Chile.
Salary Type : Annual Salary
Salary Min : $ 27500
Salary Max : $ 36500
Currency Type : USD