Customer Success Manager - Colombia

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.
Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

As a Sr. Customer Success Manager, you will be proactively driving adoption and retention. You will be building relationships with the customers and ensuring the services they need to receive maximum impact.

Job Description

• As a portfolio manager, you will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics for some of our largest clients!
• You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner.
• Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition.
• Your daily responsibilities will include providing the best use cases according to the partner, helping them with panel usage, training new partners, and being a consultant to use our products in the best way according to the partners' needs.
• While this isn't a team management role, you will still have the opportunity to share your expertise with the rest of the team and even lead them in internal projects.

What we expect from you

• A university degree in Business, Marketing, Engineering, or related fields, MBA preferred
• 2+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization. SaaS experience is a benefit.
• Strong communication skills in both writing and speaking (English & Spanish)
• High sense of responsibility and accountability
• Strategic thinking with excellent project management skills
• To be customer-oriented and able to establish a robust relationship with the assigned customer base
• To be self-motivated, a proactive teammate with innovative ideas to improve customer loyalty and adoption

Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)

• We offer many hard and soft skills training to help you improve and challenge yourself. You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
• You’ll have space to share your skills through training and workshops if you wish. Sharing is caring!
• We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
• You’ll have a chance to work in an international, diverse and inclusive environment
• You’ll be part of an industry that’s shaping the future of customer experiences.
• Don’t believe us? Just ask Google.

Was this position made for you? So let’s talk! We’re curious bugs and can’t wait to get to know you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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