Client Success & Expansion Manager

New

ValatamNearshore staffing

Colombia. Costa Rica. Mexico. Guatemala. Honduras. BrazilFull-TimeManager

SalaryHourly rate equivalent to approximately USD $2,500 / month, based on experience.

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Job Details

Have a proven track record in B2B Customer Success or Account Management leadership; experience managing remote teams is preferred.
Bring strong expertise in account retention, churn prevention, and closing B2B upsells or account expansions.
Have advanced proficiency in HubSpot CRM, account health tracking, and pipeline management.
Be fluent in English and Spanish at C1-C2 level.
Have a dedicated quiet home office, stable high-speed internet (at least 10 Mbps down / 2 Mbps up), and reliable backup.
Experience in BPO, nearshore staffing, or virtual assistant services is preferred.
A Bachelor’s or Associate’s degree is preferred.
Be available to work from one of the listed countries and have no travel commitments during the first four months.

Set retention and expansion targets, conduct weekly performance reviews, coach client calls, and hire, onboard, and scale Account Managers.
Monitor account health, create retention plans for at-risk clients, and lead critical escalation conversations.
Identify additional staffing needs, maintain the expansion pipeline, and coach Account Managers on proposals and closing extra placements.
Optimize onboarding check-ins, establish client review cadences, oversee testimonial and case study collection, and partner with Marketing on client success stories.
Document and enforce account management workflows in HubSpot, streamline Sales-to-Account Management handovers, and ensure compliance with response and resolution deadlines.
Track lost MRR, retention, upsells, and client health; submit weekly forecasts and monthly revenue loss analyses to executive leadership.

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