Customer Success Manager

You will own the health, retention, and growth of a portfolio of small business customers. You'll proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realize measurable value from the platform. This is a high-volume, revenue-impacting role where you're directly responsible for renewals, churn mitigation, and account growth. You'll act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals.

Responsibilities

• Manage and act as the main point of contact for a high-volume portfolio (100+ clients)
• Own customer renewals and be directly responsible for retention performance
• Identify and drive upsell opportunities within your portfolio
• Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk
• Educate customers on best practices to increase product adoption and ROI
• Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience
• Maintain accurate CRM documentation and forecast renewal and expansion opportunities

Requirements

• 3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or similar Customer-Facing roles (SaaS preferred)
• Strong commercial mindset with comfort discussing different commercial terms
• Great job stability is required
• Excellent written and spoken English
• Strong communication skills with the ability to influence and build trust with small business owners
• Analytical mindset with the ability to interpret usage data and identify risk signals
• Ability to work onsite in Guatemala City (Zone 10) office, Monday–Friday

Benefits

• Law Benefit
• Health and Life Insurance
• Free parking
• Equipment provided
• 13 days of paid holidays