(Eg0054) Customer Success Manager

Join Nortal for your next big adventure. We are seeking a Customer Success Manager to join our team, grow with us, and teach us a few things along the way. 

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 project: 

At Nortal, we know great talent doesn’t wait for job openings. That’s why we’re building a community of passionate professionals for future opportunities. 

These proactive searches align with the profiles our trusted clients seek regularly. Join our "Future Talent" network to be among the first considered when the right opportunity arises. 

With over 160 new hires every year, we are constantly expanding our team with passionate and skilled professionals who want to make an impact. 

As a Customer Success Manager, you will be the ultimate advocate for our clients, ensuring they derive maximum value from our solutions and achieve their strategic business goals. You will own the post-sale customer lifecycle, driving adoption, retention, and long-term loyalty while identifying opportunities for account growth. Combining a deep understanding of our product with sharp strategic consulting skills, you will build trusted-advisor relationships with key stakeholders, proactively address challenges, and turn customers into passionate brand advocates.  

How your day-to-day work will look like: 

• 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. 

• 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. 

• 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. 

• 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 provide strategic guidance. 

• Actively participate in internal meetings, raising risks, improvements, and relevant initiatives. 

• Create internal reference guides documenting key product features and applications. 

• Resolve client issues or requests promptly and effectively. 

• Propose improvements, best practices, and innovation opportunities for client projects. 

• Collect and act on client feedback to improve processes, products, and services. 

• Utilize the CRM to track interactions, agreements, opportunities, and account details. 

• Maintain clear documentation of communications, contractual changes, and strategic decisions. 

• Ensure forecasting accuracy and update predictions regularly based on new insights. 

This would make you the ideal candidate: 

• Bachelor's Degree in Computer Science, Engineering, or a related field.  

• 5+ Years of experience in a Customer Success, Account Management, or Customer Support role (preferably within the SaaS or tech industry). 

• Proven ability to build strong, long-term relationships with B2B clients and stakeholders at all levels. 

• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts in simple terms. 

• Strong analytical mindset to diagnose client pain points and a highly empathetic approach to resolving them. 

• Experience identifying upselling or cross-selling opportunities and driving contract renewals. 

• Hands-on experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, Totango). 

• Familiarity with data analysis tools to track customer health scores and usage metrics. 

• Experience with staff augmentation or software delivery. 

• Advanced English Level is required for this role, as you will work with US clients. Effective communication in English is essential to deliver the best solutions to our clients and expand your horizons. 

What to expect from our Talent Connection process: 

• Sign up: Apply to this position and upload your resume. 

• Profile review: Our team will review your profile and keep it in our talent database. 

• Contact: Our team will contact you to have an interview to get to know you better and to share with you a bit more of what we are looking for.  

• Knowing you better: We'd love to discuss your experience in an interview with our recruiters.   

• Notification: When a suitable position opens, we’ll contact you to start the selection process, having in mind that this process will be faster because we already had the first screening. 

• Transparency: This process is direct and without intermediaries. 

🎯 For over 25 years, we’ve been shaping digital transformation, delivering complex solutions for global enterprises and public sector organizations. Today, we are at the forefront of an AI-driven transformation era, helping organizations turn data into real business value. By combining deep domain expertise with data and AI, we design solutions that create immediate impact while scaling for the future.    
 
We believe complexity doesn’t have to mean complicated, and that the best solutions are those that work in the real world, not just on paper. That’s why our clients trust us with their most ambitious, business-critical initiatives.  

We would love to hear from you if you are eager to make an impact and join a collaborative team that values creativity and expertise.  

Let’s work together to shape the future of technology!  

🧑‍💻 Apply now!