We are seeking a top candidate to join our team as Founding Customer Success Manager.
USD 1.5K - 2.5K/month.
Location:
Remote (for Colombia, México, and Perú residents).
Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:
- Deliver quality products and services.
- Achieve the satisfaction of our internal and external clients.
- Encourage in our team the importance of training to grow professionally and personally through development plans.
- Comply with the applicable legal and regulatory requirements.
- Promote continuous improvement of the quality management system.
- You have 4+ years of experience in customer success.
- You are proficient in project management and Scrum.
- English - Native or fully fluent.
- Serve as the main point of contact for clients, ensuring clear, consistent, and proactive communication.
- Lead onboarding and strategic setup: system access, internal configuration, and data import for a successful launch.
- Manage multiple projects simultaneously, coordinating internal teams to ensure timely and high-quality deliveries.
- Build and maintain strong client relationships, focusing on satisfaction, retention, and long-term success.
- Create feedback loops with clients to understand their evolving needs and inform service improvements.
- Evaluate the customer experience with the application, identify pain points, and collaborate with the development team to implement solutions.
- Proactively identify client needs and offer tailored solutions.
- Monitor project progress, track key metrics, and report on customer success outcomes.
- Translate client requirements into actionable tasks for technical teams.
- Identify opportunities for account growth, renewals, and upsells.
- Communicate customer feedback to influence product development and internal processes.
- Help define and document customer success workflows and best practices.
Requirements
- Over 4–5 years of experience in customer success roles within the software industry.
- Proven track record managing U.S.-based clients and leading onboarding and strategic setup processes.
- Excellent English communication skills, both written and verbal.
- Strong problem-solving, organizational, and interpersonal skills.
- Ability to work independently in dynamic, fast-paced startup environments.
- Energy, proactivity, and readiness to be the main point of contact for the client.
- Project management certifications (e.g., PMP, Scrum Master).
- Experience in tech companies or startups.
- Familiarity with tools such as Jira, Asana, HubSpot, Slack, among others.
Benefits
- We're certified as a Great Place to Work.
- Opportunities for advancement and growth.
- Paid time off.
- Formal education and certifications support.
- Benefits with partner companies.
- Referral program.
- Flexible working hours.
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