Customer Success Manager

Company Description

At Sana Commerce, we’re committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

What started in 2007 with a pizza and a plan has grown into a fast-moving SaaS company that helps manufacturers, distributors, and wholesalers thrive in B2B commerce complexity.

Our mission? To transform the way businesses buy and sell, so they can grow, build stronger relationships, and make the most of digital commerce. Join us and take ownership of your career in a dynamic, fast-moving environment.

At Sana Commerce, we’re looking for a Junior Customer Success Manager who will be responsible for ensuring the value and satisfaction of customers, driving high renewal rates and expansion results. In this role, you will manage a portfolio of approximately 80 customers in North America as part of the Americas Customer Success team.

What you'll get:

• The opportunity to make an impact at a fast-growing SaaS scale-up; 
• Working closely with global leaders on strategic initiatives;
• Up to 6 weeks “work from anywhere” per year; 
• A hybrid working model – 3 days from the office, 2 days from home
• A culture rooted in collaboration, customer obsession, growth mindset, and bold impact
• Be empowered: take ownership of your portfolio and drive measurable business outcomes.
• Grow fast: coaching, e‑learning, and exposure to cross-functional teams.
• Make a real impact: your work tangibly shapes customer success and product development.

Job Description

What you'll be doing:

• Leading an assigned portfolio of B2B customers in USA; 
• Building strong relationships and become a trusted advisor with your customers; 
• Developing customized success plans and conducting in-depth Business Reviews focused on ROI;
• Advising on their e-commerce strategy and how the Sana Products can accelerate their online growth;
• Identifying and mitigating churn risks, while uncovering upsell and cross sell opportunities; 
• Advocating internally for your customers and help our product grow by sharing feedback with our product teams. 

Qualifications

What you'll bring:

• A bachelor’s degree;
• At least 5 years of relevant commercial business experience working with (SaaS) B2B software, with at least 3 years in a Customer Success Manager role;
• Communication skills. You speak and write fluently in English.
• Proven commercial mindset with experience in identifying, driving, and closing upsell and cross-sell opportunities;
• Strong analytical skills and time management skills;
• Strategic mindset - capable of advising on platform value and customer ROI.
• Located in or able to commute to Medellin, with ability to work 3 days per week in our office!

Who we are:

So, what does it mean to be a part of the Sana Commerce team?

At Sana Commerce, our values guide how we work, collaborate, and drive success.

• Champions of Our League. "We deliver lasting success, balancing quick wins and long-term value."
  We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• Supercharge Our Customers. "We’re revolutionizing B2B commerce together, helping our customers to lead and succeed."
  Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• Determined to Grow. "We embrace challenges, growing and raising the bar for ourselves and our industry."
  We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. "We dare to be bold because we have each other’s back."
  We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Customer Success Associate in a cover letter, we strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

Additional Information

All your information will be kept confidential according to EEO guidelines.