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About Us: At Empresa confidencial (IDR), we believe that our greatest asset is our people. We're a diverse, passionate, and forward-thinking team that values creativity, collaboration, and continuous learning. When you join IDR, you become part of a integral network dedicated to building technology that transforms businesses and makes a real-world impact.
The Opportunity:
We are looking for a value-driven Customer Success Manager who thrives in industrial and manufacturing environments. This is not a "plug-and-play" role; you will be a builder, helping to shape CS frameworks while managing a portfolio of Enterprise and Strategic accounts. You will be responsible for ensuring that our product isn't just a tool, but a driver of measurable ROI for our clients.

What You Will Deliver in the First 12 Months:
- Portfolio Ownership: Complete introductory meetings with all assigned accounts within 60 days. By day 90, have documented Success Plans for all Strategic accounts tied to specific business objectives.
- Product Adoption: Assess current usage versus potential.



Execute targeted plans to move customers up the "maturity curve," showing demonstrable improvement within the first year.
- Visible ROI: By month 6, ensure every QBR (Quarterly Business Review) includes a clear value narrative that the customer can use internally to justify their investment.
- Strategic Engagement: Expand the coverage and quality of QBRs, embedding a value-driven approach into every interaction.
- Retention & Renewals: Proactively manage renewals to hit GRR (Gross Retention Rate) and logo retention targets. No renewal should be a surprise; at-risk accounts must be flagged early with intervention plans.
- Expansion Pipeline: Identify upsell/cross-sell signals through data and conversations, contributing to NRR (Net Retention Rate) growth by surfacing a defined expansion pipeline.
- Framework Building: Review and improve existing CS frameworks. Document what works and help shape

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📌 Customer Success Manager (Medellín)
🏢 Importante empresa
📍 Medellín