Colombia Job Openings

HireLATAM

Remote Head of Customer Success

FULL TIME

September 3, 2024

Hire Latam is a premier recruitment agency that connects exceptional talent in Latin America with outstanding opportunities in the United States. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Head of Customer Success ( 100% Work From Home)

Location: Remote from Colombia, preferably located in Bogota

Position Type: Full-time

Salary : Base pay $40-60K USD annual base (paid monthly - approx. $3,333 - 5,000 USD/month) + bonus of $10-20K annual, paid quarterly based on performance – some room for negotiation based on experience

Schedule: Monday to Friday, 8:30am - 5:30pm EST. However, they would be on call if there was an emergency (which doesn't happen often).

Benefits: Eligible for 1 Day PTO per month worked, capped at 10 days per year. Flexibility with Colombian holidays off instead of US holidays off.

Our Client:

Our client is a leading provider of lead capture platforms for small and medium-sized businesses (SMBs). With over 8,000 clients and millions of daily impressions, their software has become a trusted solution for generating leads and driving growth. Renowned for its exceptional value proposition, the company offers a high-quality product at a competitive price point. Recent additions to the platform include retainer signing and a state-of-the-art US-based call center.

Job Overview:

The Manager of Customer Success is a strategic leader responsible for overseeing the Customer Success team, with a primary focus on driving upsell growth, reducing churn, and ensuring the highest levels of customer satisfaction. You will lead the continued development and implementation of customer success strategies that align with our business objectives, optimizing processes to achieve and exceed KPIs and OKRs. You will be a trusted advisor, reporting directly to the VP of Customer Success, contributing to the long-term growth and retention of our customer base. This person should be of caliber, be it background/experience or through training with our VP and other modules, and desire to grow into a Director of the department.

Responsibilities:

Leadership & Strategy:

Lead, mentor, and develop a high-performing Customer Success team, ensuring they are equipped to meet and exceed growth and retention goals. This includes hiring, performance/development plans and growing team.
Develop, own, and continuously improve the customer success journey, from onboarding to renewal, to drive measurable outcomes.
Work closely with the VP of Customer Success to set and execute strategic goals, OKRs, and KPIs for the department.

Customer Growth & Retention:

Drive upsell and cross-sell opportunities within the existing customer base to achieve growth targets.
Design and implement churn reduction strategies, with a focus on proactive customer engagement and risk mitigation.
Serve as a champion for customer needs, advocating for product and service improvements based on customer feedback.

Process Development & Optimization:

Own the end-to-end process for customer success, including defining key milestones and touchpoints across the customer lifecycle.
Optimize the use of Hub Spot and other CRM tools to leverage automation while maintaining a personalized customer experience.
Develop and document scalable processes that support efficiency, accuracy, and consistency across the team.

Technology & Innovation:

Identify and implement technology solutions that enhance team productivity and customer experience.
Continuously explore and integrate new tools, technologies, and best practices that drive operational efficiency and customer success.

Executive Reporting & Insights:

Deliver 100% accurate and timely executive reporting on customer success metrics, growth, churn, and other key performance indicators.
Provide data-driven insights to the VP of Customer Success, identifying trends, risks, and opportunities for continuous improvement.

Collaboration & Communication:

Foster strong cross-functional relationships with Sales, Product, Marketing, and other teams to align on customer goals and deliver exceptional service.
Serve as a trusted advisor to the VP of Customer Success, providing strategic recommendations and feedback on customer success initiatives.

Qualifications, Skills and Key Competencies:

Core Competencies:

Leadership: Effective leadership, team building, and vision casting.
Communication: Strong verbal and written communication skills.
Problem-Solving: Analytical thinking, creative problem-solving, and quick wit.
Organization: Effective planning, prioritization, and time management.
Adaptability: Ability to multitask, adapt to change, and work under pressure.
Results-Orientation: Focus on achieving goals, exceeding expectations, and reducing churn.
Technical Proficiency: Proficiency in Hub Spot and other relevant software.

Specific Skills:

Data-Driven Decision Making: Leveraging data to inform strategic decisions.
Process Improvement: Identifying and implementing process optimizations.
Customer Focus: Prioritizing customer satisfaction and building strong relationships.
Team Development: Coaching, empowering, and developing team members.

Application Disclaimer: Please Read Before Proceeding
To ensure a fair evaluation process, please submit all required information on the application form. Kindly note that resumes and recordings must be in English ; any other language will lead to disqualification . Also, ensure your voice recording lasts at least 30 seconds . Applications without a voice recording will be automatically disqualified.
If you apply for more than one position, we will only consider your application for the first job you applied for. However, if you do not qualify for the first position but meet the requirements for another, we can consider you for the relevant role. To streamline the process and ensure fair consideration, we kindly request that you apply to a maximum of three jobs and that you only apply to jobs that you truly qualify for based on the stated requirements and qualifications.
We value your interest and look forward to reviewing your application. Thank you.

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