Postúlate en Kit Empleo: kitempleo.com.co/empleo/1as5c8

**About PerkUp**

We are looking for a Customer Success Manager to own a portfolio of accounts, drive expansion revenue, and ensure every client gets maximum value from the PerkUp platform. This is a quota-carrying role. CSMs at PerkUp are expected to deeply understand each client's business, proactively generate bulk swag opportunities, put out quotes consistently, and close expansion agreements. You will work cross-functionally with Design, Operations, and Warehousing on a daily basis to make sure orders are executed flawlessly and delivered on time.

**Key Responsibilities**Quota & Bulk Swag Order Management
- Own a monthly and quarterly quota for bulk swag orders processed and total GMV generated from your accounts
- Proactively reach out to clients to surface upcoming needs — events, new hire kits, employee gifting campaigns, and seasonal opportunities
- Build and send quotes for bulk swag orders inside the PerkUp platform; follow up persistently to close
- Manage the full order lifecycle from quote to delivery: artwork approvals, proof reviews, production timelines, warehouse routing, and final fulfillment confirmation
- Coordinate daily with the Design, Operations, and Warehousing teams to ensure orders stay on track and are executed to spec
- Handle exceptions and escalations — out-of-stock substitutions, supplier delays, international customs issues, and last-minute changes
- Manage urgent and time-sensitive orders with clear internal communication and client updates throughout

Expansion & Account Growth
- Develop a deep understanding of each client's business, gifting strategy, and upcoming programs to identify expansion opportunities before they ask




- Propose and negotiate minimum spend commitment agreements that unlock premium benefits for clients
- Conduct regular business reviews with key accounts to report on program performance and present new opportunities
- Collaborate with Sales to identify upsell and cross-sell opportunities within existing accounts
- Track and report on expansion pipeline and account health across your portfolio

Account Management & Retention
- Own a portfolio of accounts across SMB and mid-market segments and manage the full customer lifecycle: onboarding, adoption, renewals, and at-risk intervention
- Run onboarding calls for new clients, set up their platform, and ensure successful activation
- Coordinate HRIS integration setup (Rippling, BambooHR, Cornerstone, Workday, and others) and troubleshoot any issues with the support team
- Monitor customer health scores weekly and proactively address risks before they become churn
- Confirm warehouse receiving for inbound inventory on your accounts

Invoicing & Revenue Collection
- Create, send, and follow up on subscription invoices and bulk order invoices; maintain clean accounts receivable across your portfolio
- Chase outstanding payments professionally and persistently; escalate when needed
- Process refunds, balance adjustments,



and payment corrections in coordination with Finance

**Qualifications**
- 2+ years of experience in customer success, account management, or a client-facing commercial role
- Demonstrated ability to manage a quota or commercial target — you know what it feels like to be accountable to a number
- Strong project management skills — you can manage 10+ active orders simultaneously without things falling through the cracks
- Experience in SaaS, ecommerce, or B2B platforms
- Excellent written and verbal English communication — you will be in front of enterprise clients daily
- Experience building quotes or managing complex order workflows
- Comfortable managing invoicing and payment collection professionally
- CRM experience (Attio, Salesforce, HubSpot, or similar)
- Proficiency in Google Workspace (Sheets, Docs, Slides)
- Highly organized, detail-oriented, and proactive

**Nice to Haves**
- Experience in corporate gifting, promotional products, or employee rewards
- Familiarity with HRIS platforms (Rippling, BambooHR, Workday, Cornerstone, etc.)
- Experience with Shopify, Retool, Stripe, or similar tools
- Familiarity with international shipping, customs, and fulfillment logistics
- Experience working with design or operations teams on physical product fulfillment
- Experience using AI tools for productivity

**Job Types**: Full-time, Commission, Permanent

**Experience**:

- Customer Success: 2 years (required)

**Language**:

- English (required)

**Location**:

- Medellín, Antioquia (preferred)

Work Location: Remote

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1as5c8

📌 Customer Success Manager (Medellín)
🏢 PerkUp
📍 Medellín