Client Success & Expansion Manager
V
ValatamNearshore staffing
Source API remote eligibility restrictions: ColombiaFull-TimeManager
SalaryBase salary commensurate with experience + attractive performance-based incentive structure. Paid time off and performance bonuses. Monthly medical insurance stipend after meeting eligibility criteria. Birthday and work-anniversary bonuses. Gym and wellness allowance.
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Job Details
- Languages
- Fluent English & Spanish (C1-C2 level required).
- Required Skills
- Account Management
Requirements
- Fluent English and Spanish at C1–C2 level.
- Proven track record in B2B Customer Success or Account Management leadership.
- Experience managing remote teams is preferred.
- Strong expertise in account retention and churn prevention strategies.
- Experience closing B2B upsells and account expansions.
- Advanced proficiency in HubSpot CRM, account health tracking, and pipeline management.
- 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.
Responsibilities
- Set retention and expansion targets, conduct weekly performance reviews, coach client calls, and hire, onboard, and scale Account Managers.
- Monitor account health, establish retention plans for at-risk clients, and lead critical escalation conversations.
- Identify additional staffing needs, maintain an account expansion pipeline, and coach Account Managers on proposals and closing placements.
- Optimize onboarding check-ins, establish client review cadences, and oversee testimonial and case study collection.
- Partner with Marketing to showcase client success stories.
- Document and enforce account management workflows in HubSpot and streamline Sales-to-Account Management handovers.
- Ensure team compliance with response and resolution deadlines.
- Track scorecards for lost MRR, retention, upsells, and client health, and submit weekly forecasts and monthly revenue loss analyses to executive leadership.
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