Customer Success Manager

Hyland

. Drive customer retention and growth throughout the customer lifecycle, from contract signature through renewal and expansion .

Posted 10/6/2026contractRemote • ColombiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention and growth strategies, with a strong focus on developing Success Plans and managing enterprise-level customer portfolios. Proficient in influencing cross-functional teams and advocating for customer needs while maintaining strong organizational and communication skills.

Highest-signal resume keywords

Customer Success ManagementFluency in SpanishExperience with ERP, CRM, or ECM SolutionsStrong Business and Technology AcumenProven Experience Managing Enterprise-Level Customer Portfolios

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategiesSuccess Plan DevelopmentRisk MitigationProject ManagementBusiness Review Delivery

Soft Skills

Strong Communication SkillsOrganizational SkillsMultitaskingAbility to Build TrustInfluencing and Motivating Teams

Certifications & Qualifications

Bachelor's Degree or Equivalent Experience

Industry Keywords

Financial ServicesBanking SectorLatin American MarketCustomer AdvocacyCross-Functional Collaboration

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Drive customer retention and growth throughout the customer lifecycle, from contract signature through renewal and expansion
Understand customer business objectives and design Success Plans with clear objectives reviewed monthly
Identify and mitigate customer risk through early intervention
Develop and execute Save Plans with account and leadership teams to protect ARR and mitigate churn
Deliver business reviews with cross-functional departments
Advocate for customer product feature priorities and feedback with the product team
Cultivate customer advocates who share success stories at events and beyond
Partner with customer care and technical account management teams to prevent and manage critical escalations
Keep leadership informed and mobilize internal resources
Represent the customer voice to inform support, marketing, sales, services, partner, and product strategy
Serve as the primary point of contact for customers post-implementation across Latin America, with primary focus on the Colombia customer portfolio

Requirements

What you’ll need

Bachelor's degree or equivalent experience
Minimum of 2 years of experience as a Customer Success Manager
Fluency in Spanish required
Strong oral and written communication skills and professional discretion and tact
Strong organizational, multitasking, and time management skills
Ability to work independently in a geographically distributed regional environment
Strong business and technology acumen
Demonstrated knowledge of company software and technology
Experience with ERP, CRM, or ECM solutions required
Ability to influence, motivate, and mobilize team members and business partners
Up to 25% travel time required
Proven experience managing enterprise-level customer portfolios within complex, multi-stakeholder environments
Experience in the financial services or banking sector is desirable
Familiarity with the Latin American market
Portuguese proficiency is a plus
Ability to establish rapport, build trust, and gain consensus across diverse, geographically distributed teams
Ability to manage projects to completion with minimal oversight

Benefits

Comp & perks

Career development resources
Wellbeing programs
Innovation practices
Inclusive workplace culture
Employee initiatives and giving campaigns supporting community organizations