Associate Customer Success Manager

Our service division runs more than 300 technicians across Capital District. We install HVAC, plumbing, process piping and electrical systems in hospitals, data centres and manufacturing plants. We started in 1961 and have grown to about 270 people. Tools are provided, though most techs bring their own hand tools.

Job summary:

This role opened up because a team member is relocating. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. This position is on site in Bogotá.

Day to day:

• Build success plans with measurable goals for each account.
• Train new users and admins over Zoom and in person.
• Coordinate with support on open tickets for your accounts.
• Create help centre articles when the same question keeps coming up.
• Lead kickoff calls and onboarding plans with new customers.
• Document every customer touch in Salesforce.
• Report monthly on churn risk and saves.
• Flag expansion opportunities to the account executive or account manager.

You'll need:

• 1-2 years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Able to learn a technical product and explain it in plain terms.
• Experience managing renewals or retention targets.
• Travel up to 15%.
• Bachelor's degree or equivalent experience.

Also helpful:

• SQL or Looker for pulling your own account data.
• Certified Customer Success Manager (CCSM) or similar.
• Prior implementation or onboarding role.

Perks and benefits:

• Private health insurance.
• Annual bonus.
• Savings fund.

We review applications as they come in.

We may close this posting early once we have enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bermúdez Plomería S.A.S..