Overview
Senior Customer Success Manager
Location: Colombia | Remote Contract Type: Indefinite The Senior Customer Success Manager helps new and existing customers derive the most value from Hyland's products and services. This position owns the customer journey post-implementation across the Latin America region, with a primary focus on the Colombia customer portfolio — maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. Operating in a dynamic regional environment, the Senior Customer Success Manager is a highly independent professional who serves as the primary point of contact representing the customer.
Your Role Responsibilities? Here's What You'll Do.
Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle — from contract signature through renewal and expansion — collaborating with customers to understand business objectives and designing comprehensive Success Plans with clear objectives reviewed monthly.
Focus on risk mitigation through early intervention; develop and execute comprehensive Save Plans in partnership with account and leadership teams, rallying internal resources to protect ARR and mitigate churn.
Deliver business reviews in collaboration with cross-functional departments, ensuring customers receive timely, strategic insights.
Serve as an internal advocate for customer product feature priorities and feedback, aligning with the product team to influence the product roadmap while cultivating customer advocates who share success stories at events and beyond.
Partner with customer care and technical account management teams to avert and manage critical escalations, keeping leadership informed and mobilizing the right internal resources.
Represent the voice of the customer by acting as a strategic feedback agent to inform the company's support, marketing, sales, services, partner, and product strategy.
Rol