Customer Success Manager NAM (Colombia or Mexico based)

Main Mission

• Increase existing client revenue growth through cross-sells and upsells, based on and client-focused account management, strong relationship building, and exceptional service.
• Increase client retention, by ensuring the success and satisfaction of your assigned clients based on personalized guidance, proactive engagement, and strategic advice to drive value realization.
• Collaborate cross-functionally with sales, onboarding, support, and operations teams to improve processes and enhance overall client experience, satisfaction, and success.

Responsibilities

1. Account Management and Relationship Building:

   • Serve as the primary point of contact and trusted advisor for the biggest client accounts at Horizons, building strong relationships and understanding their goals, challenges, and success metrics.

   • Conduct regular check-ins and business reviews with clients to assess progress, gather feedback, and identify opportunities for value realization and expansion.

2. Customer Engagement and Proactive Outreach:

   • Lead the onboarding process for new clients together with the operational Onboarding team, ensuring a smooth transition from Sales and successful adoption of our products and services.

   • Proactively engage with clients to nurture the relationship, identify opportunities to add value, address emerging needs, and provide guidance on best practices and product enhancements to optimize client outcomes.

3. Retention and Client Growth:

   • Monitor client health and usage patterns to identify signals of churn risk and take proactive measures to mitigate churn and retain existing clients.

   • Collaborate with the Management and Sales Team to develop and execute strategies to grow your accounts and upsell additional services solving the client’s needs.

4. Value Delivery and Success Planning:

   • Partner with clients to define success criteria, establish key performance indicators (KPIs), and develop success plans aligned with their business objectives.

   • Collaborate closely with sales, onboarding, support, and operations teams to ensure alignment and coordination in delivering a seamless and exceptional client experience and success

5. Product Feedback and Client Experience :

   • Gather client feedback on product and service functionality, user experience, and feature requests, advocating for client needs and priorities within the company.

   • Collaborate with product management to communicate client feedback, prioritize enhancements, and drive product roadmap decisions.

   • Suggest and drive process improvements in collaboration with the operational departments to boost the overall client experience.

6. Customer Education and Enablement:

   • Develop and deliver customer education programs, resources, and training materials to empower clients to maximize their use of our products or services.

   • Provide ongoing guidance, tips, and best practices to help clients optimize their workflows, improve efficiency, and achieve their desired outcomes.

Qualifications

• Bachelor's degree in business, marketing, or a related field.
• 2-3 years of experience in a customer success or account management role, preferably in a B2B SaaS environment. Experience in the HR or payroll industry is a plus!
• Worked for high-growth companies in a fast-moving environment.
• Strong communication, interpersonal, and relationship-building skills.
• Problem-solving skills with a positive can-do attitude, proven under high-pressure scenarios
• Proven ability to manage multiple client accounts and drive customer success initiatives.
• Experience working with CRM systems (e.g., Hubspot, Salesforce) and customer success platforms is a plus.
• Passion for customer success, with a proactive and growth mindset.