Customer Success Manager - Colombia

Summary

Semos Cloud builds enterprise HR technology and AI agents for recognition, rewards, employee communications, listening, Total Rewards and AI-enabled people management. The Customer Success Manager owns post-sales outcomes for enterprise customers by driving onboarding, adoption, measurable value, retention, renewals and account growth while coordinating internal teams and customer stakeholders.

Responsibilities

• Enterprise portfolio: Serve as the accountable post-sales contact; maintain stakeholder maps, executive relationships and clear account priorities
• Onboarding and time-to-value: Coordinate implementation handoffs, launch plans, customer enablement, milestones and follow-through across internal teams
• Success plans: Agree on business objectives, measurable KPIs, owners and timelines with each customer; review progress and adjust plans
• Adoption: Analyze usage and engagement by customer segment; deliver targeted training and interventions that improve sustained product utilization
• Customer health and risk: Combine product, support and stakeholder signals to spot churn risks early; document and execute recovery plans
• Executive business reviews: Lead structured customer reviews showing outcomes, adoption gaps, recommendations and the next joint actions
• Retention and growth: Own renewal readiness and collaborate with Sales on commercial renewals, upsell and cross-sell opportunities supported by customer needs
• Cross-functional execution: Coordinate Sales, Product, Engineering and Support; escalate blockers with context, owners and deadlines without losing accountability
• Voice of customer and advocacy: Capture actionable feedback and identify appropriate customers for references, testimonials, referrals and case studies
• Reporting: Keep customer records current and report health, adoption, outcomes, renewal risks and growth opportunities

Skills

• 3+ years of hands-on B2B SaaS Customer Success, account management or post-sales ownership, including direct responsibility for an ongoing customer portfolio
• Demonstrable experience managing complex mid-market or enterprise customers with multiple stakeholders
• Concrete examples of improving adoption, rescuing at-risk accounts, supporting renewals and/or uncovering account expansion, not just reporting satisfaction
• Experience leading customer onboarding, live training and outcome-focused business reviews
• Ability to interpret SaaS usage and customer-health data and translate it into practical account action plans
• Professional English for independent customer calls, written updates and executive presentations; professional Spanish for work with Colombia/LATAM stakeholders
• Comfort owning difficult customer conversations, coordinating technical teams and following through without close supervision
• Exposure to large, distributed organizations is strongly preferred
• Professional fluency in Portuguese (considered a plus)
• Enterprise HR tech / HCM, employee experience, recognition, rewards, engagement, employee communications or people analytics; SAP SuccessFactors, Workday or Oracle HCM ecosystems; multi-product SaaS portfolios and commercial expansion within existing accounts

Qualifications

Must Haves

• 3+ years of hands-on B2B SaaS Customer Success, account management or post-sales ownership, including direct responsibility for an ongoing customer portfolio
• Demonstrable experience managing complex mid-market or enterprise customers with multiple stakeholders
• Concrete examples of improving adoption, rescuing at-risk accounts, supporting renewals and/or uncovering account expansion, not just reporting satisfaction
• Experience leading customer onboarding, live training and outcome-focused business reviews
• Ability to interpret SaaS usage and customer-health data and translate it into practical account action plans
• Professional English for independent customer calls, written updates and executive presentations; professional Spanish for work with Colombia/LATAM stakeholders
• Comfort owning difficult customer conversations, coordinating technical teams and following through without close supervision

Nice to Haves

• exposure to large, distributed organizations is strongly preferred
• Professional fluency in Portuguese (considered a plus)
• Enterprise HR tech / HCM, employee experience, recognition, rewards, engagement, employee communications or people analytics; SAP SuccessFactors, Workday or Oracle HCM ecosystems; multi-product SaaS portfolios and commercial expansion within existing accounts