Customer Success Manager

Location: Remote – Latin America
Type of Contract: Full-Time | Remote
Salary Range: Market Rates
Language Requirements: English proficiency required

Our client is seeking a customer-focused Customer Success Manager with at least 2 years of experience in customer success, account management, or client services to support a high-volume portfolio of healthcare compliance software clients. You will drive customer engagement, platform adoption, satisfaction, and retention through proactive account management and cross-functional collaboration. Your work will directly impact customer loyalty, renewal outcomes, and the long-term success of healthcare organizations using their compliance platform.

Key Responsibilities

• Manage a pooled portfolio of core accounts, serving as the primary point of contact for customer engagement, platform adoption, satisfaction, and retention.
• Drive proactive and consistent outreach to help clients understand the platform, maintain engagement, and realize the value of their subscription.
• Monitor account health, identify risks related to engagement or satisfaction, and implement timely actions to strengthen customer relationships and prevent churn.
• Identify potential expansion opportunities and collaborate with Sales to support account growth while maintaining a primary focus on customer success and retention.
• Partner with Finance to resolve payment disputes, account escalations, and billing-related issues professionally and efficiently.
• Collaborate with Support and Product teams to communicate customer feedback, advocate for client needs, and contribute to improvements in the customer experience.
• Guide clients toward appropriate resources and internal channels for commercial inquiries without directly owning sales activities.
  

Must-Have Qualifications

• At least 2 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Strong organizational and time-management skills, with the ability to manage a high volume of accounts while maintaining consistent, personalized engagement.
• Excellent written and verbal communication skills, with a demonstrated ability to build and maintain strong customer relationships.
• Customer-first mindset with a proactive approach to identifying concerns, addressing challenges, and improving customer satisfaction.
• Goal-oriented approach with a focus on customer retention, engagement, satisfaction, and account health.
• Ability to collaborate effectively with cross-functional teams, including Finance, Product, Support, and Sales.
• Strong problem-solving skills and the ability to manage competing priorities in a fast-paced, high-volume environment.

Preferred Qualifications

• Experience working in a subscription-based business or Software as a Service (SaaS) environment.
• Familiarity with healthcare organizations, healthcare compliance, or regulatory requirements.
• Experience managing a large portfolio of accounts and using customer engagement or account health metrics to guide retention efforts.
• Bachelor's degree or equivalent professional experience.

About Our Client

Our client provides a comprehensive healthcare compliance platform that helps healthcare organizations simplify regulatory requirements, improve visibility into compliance risks, and build defensible compliance programs.

By combining purpose-built software with ongoing compliance expertise, they help organizations replace fragmented, manual processes with a connected and proactive approach to compliance.