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Customer Success Manager
Location: Remote – Latin America
Type of Contract: Full-Time | Remote
Salary Range: Market Rates
Language Requirements: English proficiency required
Our client is seeking a customer-focused Customer Success Manager with at least 2 years of experience in customer success, account management, or client services to support a high-volume portfolio of healthcare compliance software clients. You will drive customer engagement, platform adoption, satisfaction, and retention through proactive account management and cross-functional collaboration. Your work will directly impact customer loyalty, renewal outcomes, and the long-term success of healthcare organizations using their compliance platform.
Key Responsibilities
Manage a pooled portfolio of core accounts, serving as the primary point of contact for customer engagement, platform adoption, satisfaction, and retention.
Drive proactive and consistent outreach to help clients understand the platform, maintain engagement, and realize the value of their subscription.
Monitor account health, identify risks related to engagement or satisfaction, and implement timely actions to strengthen customer relationships and prevent churn.
Identify potential expansion opportunities and collaborate with Sales to support account growth while maintaining a primary focus on customer success and retention.
Partner with Finance to resolve payment disputes, account escalations, and billing-related issues professionally and efficiently.
Collaborate with Support and Product teams to communicate customer feedback, advocate for client needs, and contribute to improvements in the customer experience.
Guide clients toward appropriate resources and internal channels for commercial inquiries without directly owning sales activities.
Must-Have Qualifications
At least 2 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
Strong organizational and time-management skills, with the ability to manage a high volume of accounts while maintaining consistent, personalized engagement.
Excellent written and verbal communication skills, with a demonstrated ability to build and maintain strong customer relationships.
Customer-first mindset with a proactive approach to identifying concerns, addressing challenges, and improving customer satisfaction.
Goal-oriented approach with a focus on customer retention, engagement, satisfaction, and account health.
Ability to collaborate effectively with cross-functional teams, including Finance, Product, Support, and Sales.
Strong problem-solving skills and the ability to manage competing priorities in a fast-paced, high-volume environment.
Preferred Qualifications
Experience working in a subscription-based business or Software as a Service (SaaS) environment.
Familiarity with healthcare organizations, healthcare compliance, or regulatory requirements.
Experience managing a large portfolio of accounts and using customer engagement or account health metrics to guide retention efforts.
Bachelor's degree or equivalent professional experience.
About Our Client
Our client provides a comprehensive healthcare compliance platform that helps healthcare organizations simplify regulatory requirements, improve visibility into compliance risks, and build defensible compliance programs.
By combining purpose-built software with ongoing compliance expertise, they help organizations replace fragmented, manual processes with a connected and proactive approach to compliance.
