Customer Success Manager (BOG)

Job Description

As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You’ll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.

Reporting to a Senior Manager, you’ll manage a growing portfolio of SMB clients and be responsible for sustaining account health, gathering feedback, surfacing risks and wins, and guiding clients through their first 90 days of support—the most critical window for long-term success. You’ll work closely with the Project Manager and Senior Specialist to coordinate onboarding execution, ensure deliverables are met, and provide a consistently high-touch experience during this early phase.

Responsibilities

Account Management 

• Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust. 
• Provide timely updates, manage expectations, and escalate issues where appropriate. 
• Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization. 
• Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions. 

Client Feedback & Advocacy 

• Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs. 
• Translate feedback into actionable recommendations and partner with internal teams to implement improvements. 
• Champion the client voice across Horatio, ensuring product and service alignment with real customer needs. 

Engagement, Growth & Retention 

• Partner with senior CSMs to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities. 
• Surface red flags early and help mitigate churn risk through proactive support and collaboration with onboarding and ops teams.

Onboarding & 90-Day Support Execution 

• Facilitate light onboarding for SMB clients and lead their journey through the first 90 days of structured support, ensuring milestones are met and key deliverables are completed.
• Work closely with the Senior Manager, Project Manager, and Senior Specialist to manage task distribution, track progress, and resolve blockers quickly. 
• Support handoffs and ensure clients are successfully transitioned to long-term ownership after the onboarding phase.

CRM and Industry Expertise 

• Stay up to date on key CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX tech to guide clients effectively. 
• Use data and tooling to provide clients with actionable recommendations and drive adoption.

Skills/Experience

Requirements 

• Native English Speaker 
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field 
• Zendesk certification preferred

Experience 

• 1–2 years in a customer-facing role, ideally in BPO, SaaS, or CX-focused environments
• Experience supporting onboarding and managing SMB client relationships 
• Familiarity with upsell/renewal cycles and resolving customer service challenges 

Tools & Technical Skills 

• Google Workspace (Docs, Sheets, Slides) 
• CRM tools such as Zendesk, Gorgias, Gladly, Salesforce

Soft Skills 

• Organized, proactive, and highly communicative 
• Strong time management and problem-solving capabilities 
• Comfortable working in fast-paced environments across cross-functional teams 
• Insightful and detail-oriented, with a passion for customer success

On-site role based in Bogota.