As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You’ll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.
In this role, you will be accountable for the overall health and success of a growing portfolio of SMB clients. Reporting to a Senior Manager, your responsibilities will involve managing the complete customer lifecycle by providing guidance, proactively identifying risks and celebrating wins, and gathering crucial client feedback.
This is an on-site role in Bogota.
Responsibilities
Account Management
Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust.
Provide timely updates, manage expectations, and escalate issues where appropriate.
Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization.
Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions.
Client Feedback & Advocacy
Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs.
Translate feedback into actionable recommendations and partner with internal teams to implement improvements.
Champion the client voice across Horatio, ensuring product and service alignment with real customer needs.
Engagement, Growth & Retention
Partner with senior managers to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities.
Surface red flags early and help mitigate churn risk through proactive support and collaboration with onboarding and ops teams.
Onboarding & Support Execution
Facilitate light onboarding for SMB clients and lead their journey through the first 90 days