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Customer Success Manager

Posted 22 days agoViewed

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💎 Seniority level: Manager, 4+ years

📍 Location: Colombia, Mexico

🔍 Industry: Antifraud, cybersecurity, SaaS, or financial/banking services

🏢 Company: Cleafy👥 51-100💰 $10,753,208 Series A over 1 year agoInformation ServicesSecurityInformation TechnologyCyber SecurityFinTech

🗣️ Languages: Spanish, English

⏳ Experience: 4+ years

🪄 Skills: Cloud ComputingCybersecurityAPI testingCommunication SkillsCustomer serviceData visualizationCustomer SuccessSaaS

Requirements:
  • 4+ years in Customer Success, Presales, Technical Account Management, or Solution Architecture, or 5+ years in consulting with enterprise clients or financial institutions.
  • Experience with enterprise customers, ideally in antifraud, cybersecurity, SaaS, or financial/banking services, managing executive stakeholders and driving cross-functional alignment.
  • Understanding of technical architectures including SDKs, APIs, mobile and web application security, and cloud-based infrastructure.
  • Bachelor’s or Master’s Degree in Engineering, Computer Science, or equivalent technical experience.
  • Fluency in Spanish and English.
  • Strong organizational, project management, and problem-solving abilities.
Responsibilities:
  • Own end-to-end customer onboarding, driving adoption, maturity, value realization, and retention with proactive engagement.
  • Actively identify and mitigate churn risks through close monitoring of customer health.
  • Partner with Sales to co-lead renewal and expansion planning.
  • Ensure exceptional customer experiences and drive client success at every stage of their journey.
  • Act as clients’ trusted advisor by offering guidance based on best practices and a deep understanding of their needs and objectives.
  • Continuously monitor the status of customers within your account portfolio and identify areas for improvement.
  • Communicate product value and roadmap impact to C-level stakeholders.
  • Develop deep expertise in Cleafy’s fraud prevention technology and threat intelligence.
  • Proactively test product features and simulate use cases to provide informed, first-hand guidance to clients.
  • Guide clients in defining and evolving fraud risk management strategies.
  • Educate customers on evolving fraud patterns and Cleafy’s new detection capabilities.
  • Act as the Voice of the Customer (NPS, CSAT, qualitative feedback).
  • Translate customer insights into structured feedback for Product, Sales, and Engineering.
  • Collaborate cross-functionally (Sales, PS, Product, Engineering) to drive aligned execution.
  • Contribute to internal best practices and standardization efforts.
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