Customer Success Manager

Job description: *Customer Success Manager* *Location:* Chile fully remote**Salary:*** 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* * 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** * Why is This a Great Opportunity: * **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*