Customer Success Manager

Location: Chile fully remoteSalary: US$27.7-36.7K plus bonus and excellent benefits package

About The Opportunity

Our client is a leading e-learning course creation platform, providing software and content that helps organisations create engaging digital learning experiences.

This is an opportunity to join their Customer Success team in a scaled SMB role, supporting a shared portfolio of 1,000 customers across a range of industries.

Using customer data, lifecycle signals and an AI-native Customer Success platform, you will prioritise engagement around adoption, renewal risk, retention and potential expansion opportunities.

Role & Responsibilities

As a Customer Success Manager, you will protect and grow revenue across a shared portfolio of 1,000 SMB customers, ensuring accounts receive timely and relevant engagement when risks or opportunities arise.

Your responsibilities will include

- Providing post-sales coverage across a shared portfolio of 1,000 customers

- Prioritising engagement based on renewal risk, adoption gaps, expansion indicators and lifecycle signals

- Using AI-generated Customer Success signals to determine the appropriate customer action

- Supporting customer adoption, retention, renewals and business reviews

- Identifying customer risks and developing appropriate mitigation plans

- Identifying potential revenue growth opportunities and partnering with Sales to support expansion

- Accurately forecasting renewal and retention risk

- Recording customer risks,



mitigation plans and interactions accurately within Salesforce and Customer Success platforms

- Managing complex, sensitive or non-standard customer situations

- Engaging customers through email, telephone, video, one-to-many outreach and triggered sequences

- Maintaining high levels of responsiveness across a significant volume of customer interactions

- Working closely with Sales, Support, Product and Marketing

- Sharing customer feedback, trends and recurring themes with Customer Success leadership

- Contributing to the development of new processes, playbooks and working practices

- Participating in relevant enablement and certification programmes

Qualifications

Essential skills and experience

- 2-3 years' experience in Customer Success, Account Management or a high-volume customer-facing role

- Experience managing a high volume of concurrent customer relationships

- Understanding of scaled Customer Success, including health scoring, risk and opportunity signals, renewal forecasting and expansion identification

- Experience supporting customer adoption, retention and renewals

- Ability to identify potential customer risks and revenue opportunities

- Strong verbal and written communication skills





- Ability to build rapport quickly and explain technical concepts clearly to non-technical customers

- Strong documentation and organisational skills

- Experience using CRM and Customer Success platforms

- Salesforce experience required

- Strong critical thinking and problem-solving skills

- Resilient and adaptable, with the ability to operate effectively in a fast-paced environment

- Able to work independently while contributing to a collaborative team environment

Desirable Experience

- Experience with Customer Success platforms such as Gainsight, ChurnZero, Totango, Planhat, Hook or similar

- Experience working within a shared-queue or pooled Customer Success model

- Familiarity with Outreach, Gong, ZoomInfo and LinkedIn Sales Navigator

- Knowledge of the e-learning sector, including authoring tools, LMS, localisation or AI-driven content tools

- Previous experience working in a fully remote environment

Why Is This a Great Opportunity

Why Join?

This is an excellent opportunity to join a leading international SaaS and e-learning technology business in a modern, data-driven Customer Success environment.

You will gain exposure to AI-enabled Customer Success, work with a large and varied customer base and play an important role in driving adoption, retention, renewals and customer growth, all within a fully remote position based in Chile.

Salary Type : Annual Salary

Salary Min : $ 27500

Salary Max : $ 36500

Currency Type : USD

📌 Customer Success Manager (Valparaíso)
🏢 NPAworldwide
📍 Valparaíso