(EG0054) Customer Success Manager

Join   Nortal   for your next big adventure. We are   seeking  a  Customer Success Manager  to join our team, grow with us, and teach us a few things along the way.   Explore the  Nortal  experience!   Join our close-knit LATAM remote team : Connect through fun activities like coffee breaks, tech talks, and games with your team-mates and management.   Say goodbye to micromanagement!  We champion autonomy, open communication, and respect for diversity as our core values.   Your well-being matters : Our People Care team is here from day one to support you with everything from time-off requests to wellness check-ins.   Plus, our Accounts Management team ensures smooth, effective client relationships, so you can focus on what you do best.   Ready to grow with us?   🚀   Here’s what we offer you by joining us!    Competitive USD salary  – We value your skills and contributions!   100% remote work  – While you can work from anywhere, you’re always welcome to connect with teammates and grow your network at our coworking spaces across LATAM!    Paid time off  – Take the time you need according to your country’s regulations, all while receiving your full salary. Rest, recharge, and come back stronger!    National Holidays celebrated  – Take time off to celebrate important events and traditions with loved ones, fully embracing your culture.   Sick leave  – Focus on your health without the stress. Take the necessary time to recover and feel better.   Refundable Annual Credit  – Spend it on the perks you love to enhance your work-life balance!   Team-building activities  – Join us for coffee breaks, tech talks, and after-work gatherings to bond with your Nortal family and feel part of our vibrant community.   Birthday day off  – Enjoy an extra day off during your birthday week to celebrate in style with friends and family!   About the project:   At Nortal, we know great talent doesn’t wait for job openings. That’s why we’re building a community of passionate professionals for future opportunities.   These proactive searches align with the profiles our trusted clients seek regularly. Join our "Future Talent" network to be among the first considered when the right opportunity arises.   With over 160 new hires every year, we are constantly expanding our team with passionate and skilled professionals who want to make an impact.   As a  Customer Success Manager , you will be the ultimate advocate for our clients, ensuring they derive maximum value from our solutions and achieve their strategic business goals. You will own the post-sale customer lifecycle, driving adoption, retention, and long-term loyalty while identifying opportunities for account growth. Combining a deep understanding of our product with sharp strategic consulting skills, you will build trusted-advisor relationships with key stakeholders, proactively address challenges, and turn customers into passionate brand advocates.     How your day-to-day work will look like:   Build, manage, and strengthen long-term, trust-based relationships with assigned clients .   Act as a strategic partner, understanding client needs and  anticipating  opportunities .   Ensure  high levels  of client satisfaction, retention, and overall experience .   Define and implement growth strategies for each account (upsell, cross-sell) .   Proactively  identify  new business opportunities .   Negotiate new and existing contracts to maximize value and  maintain  strong partnerships .   Develop and execute strategic account plans aligned with both client  objectives  and company goals .   Define,  maintain , and achieve revenue, forecasting, and  margin  targets (gross and contribution) .   Report key metrics including revenue, forecast, opportunities, deals, and overall client temperature .   Manage necessary investments for client growth, evaluating ROI and operational efficiency .   Ensure contractual compliance and coordinate closely with Finance and Legal teams when needed .   Work closely with technical teams and other internal departments to ensure a seamless client experience .   Maintain a strong technical understanding of the company’s offerings to  provide  strategic guidance .   Actively  participate  in internal meetings, raising risks, improvements, and relevant initiatives .   Create internal reference guides documenting key product features and applications .   Resolve client issues or requests promptly and effectively .   Propose improvements, best practices, and innovation opportunities for client projects .   Collect and act on client feedback to improve processes, products, and services .   Utilize the CRM to track interactions, agreements, opportunities, and account details .   Maintain clear documentation of communications, contractual changes, and strategic decisions .   Ensure forecasting accuracy and update predictions regularly based on new insights .   This would make you the ideal candidate:   Bachelor's Degree in Computer Science , Engineering, or  a related  field.     5 +  Y ears of experience in a Customer Success, Account Management, or Customer Support role (preferably within the SaaS or tech industry) .   Proven ability to build strong, long-term relationships with B2B clients and stakeholders at all levels .   Exceptional verbal and written communication skills, with the ability to explain complex technical concepts in simple terms.   Strong analytical mindset to diagnose client pain points and a highly empathetic approach to resolving them .   Experience  identifying  upselling or cross-selling opportunities and driving contract renewals .   Hands-on experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight,  Totango ) .   Familiarity with data analysis tools to track customer health scores and usage metrics .   Experience with  staf