Position Overview

The Customer Success Manager (CSM) is responsible for driving customer adoption, retention, renewals, and growth across a portfolio of customers. The CSM executes proactive engagement strategies designed to improve customer health, increase adoption of Enterprise Edition capabilities, secure renewals, and identify expansion opportunities.

This role serves as the primary post-sale point of contact for customers, helping them realize value from their technology investment while delivering an exceptional customer experience throughout the customer lifecycle. The CSM leverages customer health data, product usage analytics, Salesforce, Looker, and other business tools to identify risks, prioritize engagement, and drive positive customer outcomes.

The adecuado candidate is a proactive, data-driven professional who thrives in a fast-paced environment, enjoys building strong customer relationships, and brings creative ideas to improve customer retention, adoption, and growth. The CSM partners closely with Sales, Marketing, Product, Technical Support,



and Channel Partners to ensure customer success and long-term business growth.

Required experience:
Minimum of two years of experience in Customer Success, Account Management, Customer Support, or a related client-facing role. Full professional English proficiency, both written and spoken, is required.

Customer Success & Portfolio Management
- Manage a customer portfolio and execute proactive engagement activities to improve customer health, increase product activation and adoption, support renewals, and identify growth opportunities.
- Develop and execute customer success plans for key accounts that drive adoption, retention, and measurable business value.
- Serve as a key post-sale point of contact for customers throughout their lifecycle.
- Monitor customer health indicators, product usage, engagement levels, and renewal risk using Salesforce, Looker, and license-management platforms.
- Leverage data and

📌 Customer Success Manager (Colombia)
🏢 Design Thinking Solutions Group
📍 Colombia