(TA87) Customer Success Manager

 

Explore the Nortal experience! 

🌐 Join our close-knit LATAM remote team: Connect through fun activities like coffee breaks, tech talks, and games with your team-mates and management. 

🍃 Say goodbye to micromanagement! We champion autonomy, open communication, and respect for diversity as our core values. 

⚖️Your well-being matters: Our People Care team is here from day one to support you with everything from time-off requests to wellness check-ins. 

Plus, our Accounts Management team ensures smooth, effective client relationships, so you can focus on what you do best. 

Ready to grow with us? 🚀 
 
Here’s what we offer you by joining us! 
 
✨ Competitive USD salary 💲 – We value your skills and contributions! 

🌐 100% remote work 🏢 – While you can work from anywhere, you’re always welcome to connect with teammates and grow your network at our coworking spaces across LATAM!  

💼 Paid time off – Take the time you need according to your country’s regulations, all while receiving your full salary. Rest, recharge, and come back stronger!  

🎉 National Holidays celebrated 🌴 – Take time off to celebrate important events and traditions with loved ones, fully embracing your culture. 

😷 Sick leave – Focus on your health without the stress. Take the necessary time to recover and feel better. 

💸 Refundable Annual Credit – Spend it on the perks you love to enhance your work-life balance! 

🤝 Team-building activities – Join us for coffee breaks, tech talks, and after-work gatherings to bond with your Nortal family and feel part of our vibrant community. 

🥳 Birthday day off 🎂 – Enjoy an extra day off during your birthday week to celebrate in style with friends and family! 
 
About the Job
 
The Customer Success Manager (CSM) is the primary point of contact between the company and the assigned accounts. Their mission is to build strong, trust-based relationships, ensure client satisfaction, drive business growth, and safeguard the financial health of each account. This role combines strategic client management, commercial development, and financial analysis, with a strong focus on revenue expansion, forecasting, operating margins, and return on investment (ROI).
 
How you'll contribute 
 

 

Client Relationship Management

• Build, manage, and strengthen long-term, trust-based relationships with assigned clients.
• Act as a strategic partner, understanding client needs and anticipating opportunities.
• Ensure high levels of client satisfaction, retention, and overall experience.

Commercial Growth and Expansion

• Define and implement growth strategies for each account (upsell, cross-sell).
• Proactively identify new business opportunities.
• Negotiate new and existing contracts to maximize value and maintain strong partnerships.
• Develop and execute strategic account plans aligned with both client objectives and company goals.

Financial Management of Accounts

• Define, maintain, and achieve revenue, forecasting, and margin targets (gross and contribution).
• Report key metrics including revenue, forecast, opportunities, deals, and overall client temperature.
• Manage necessary investments for client growth, evaluating ROI and operational efficiency.
• Ensure contractual compliance and coordinate closely with Finance and Legal teams when needed.

Internal Collaboration & Product Knowledge

• Work closely with technical teams and other internal departments to ensure a seamless client experience.
• Maintain a strong technical understanding of the company’s offerings to prov