Customer Success Manager

Job Description

Customer Success Manager

Location: Chile fully remote

Salary: CLP 26,400,000 - CLP 34,980,000 plus 15% discretionary annual bonus, paid quarterly based on company ARR 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.

Qualifications

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

Desirable Experience

• 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

Role & Responsibilities

Why is This a Great Opportunity:

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

Salary Type: Annual Salary

Salary Min: N/A 26000000

Salary Max: N/A 34000000

Currency Type: N/A