(TA87) Customer Success Manager

Company: Nearsure
Industry: Customer Success
Location: LATAM

<p><strong>Explore the Nortal experience!</strong> </p>
<p> <strong>Join our close-knit LATAM remote team</strong>: Connect through fun activities like coffee breaks, tech talks, and games with your team-mates and management. </p>
<p> <strong>Say goodbye to micromanagement!</strong> We champion autonomy, open communication, and respect for diversity as our core values. </p>
<p>⚖️<strong>Your well-being matters</strong>: Our People Care team is here from day one to support you with everything from time-off requests to wellness check-ins. </p>
<p>Plus, our Accounts Management team ensures smooth, effective client relationships, so you can focus on what you do best. </p>
<p><strong><em>Ready to grow with us?</em></strong><strong> </strong><strong></strong> <br /><strong>Here’s what we offer you by joining us!</strong> <br />✨ <strong>Competitive USD salary</strong>  – We value your skills and contributions! </p>
<p> <strong>100% remote work</strong>  – While you can work from anywhere, you’re always welcome to connect with teammates and grow your network at our coworking spaces across LATAM! </p>
<p> <strong>Paid time off</strong> – Take the time you need according to your country’s regulations, all while receiving your full salary. Rest, recharge, and come back stronger! </p>
<p> <strong>National Holidays celebrated</strong>  – Take time off to celebrate important events and traditions with loved ones, fully embracing your culture. </p>
<p> <strong>Sick leave</strong> – Focus on your health without the stress. Take the necessary time to recover and feel better. </p>
<p> <strong>Refundable Annual Credit</strong> – Spend it on the perks you love to enhance your work-life balance! </p>
<p> <strong>Team-building activities</strong> – Join us for coffee breaks, tech talks, and after-work gatherings to bond with your Nortal family and feel part of our vibrant community. </p>
<p> <strong>Birthday day off</strong>  – Enjoy an extra day off during your birthday week to celebrate in style with friends and family! <br /><strong>About the Job</strong><br />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).<br /><strong>How you'll contribute</strong> </p>
<strong>Client Relationship Management</strong>
<ul>
<li>Build, manage, and strengthen long-term, trust-based relationships with assigned clients.</li>
<li>Act as a strategic partner, understanding client needs and anticipating opportunities.</li>
<li>Ensure high levels of client satisfaction, retention, and overall experience.</li>
</ul>
<strong>Commercial Growth and Expansion</strong>
<ul>
<li>Define and implement growth strategies for each account (upsell, cross-sell).</li>
<li>Proactively identify new business opportunities.</li>
<li>Negotiate new and existing contracts to maximize value and maintain strong partnerships.</li>
<li>Develop and execute strategic account plans aligned with both client objectives and company goals.</li>
</ul>
<strong>Financial Management of Accounts</strong>
<ul>
<li>Define, maintain, and achieve revenue, forecasting, and margin targets (gross and contribution).</li>
<li>Report key metrics including revenue, forecast, opportunities, deals, and overall client temperature.</li>
<li>Manage necessary investments for client growth, evaluating ROI and operational efficiency.</li>
<li>Ensure contractual compliance and coordinate closely with Finance and Legal teams when needed.</li>
</ul>
<strong>Internal Collaboration & Product Knowledge</strong>
<ul>
<li>Work closely with technical teams and other internal departments to ensure a seamless client experience.</li>
<li>Maintain a strong technical understanding of the company’s offerings to provide strategic guidance.</li>
<li>Actively participate in internal meetings, raising risks, improvements, and relevant initiatives.</li>
<li>Create internal reference guides documenting key product features and applications.</li>
</ul>
<strong>Problem-Solving & Continuous Improvement</strong>
<ul>
<li>Resolve client issues or requests promptly and effectively.</li>
<li>Propose improvements, best practices, and innovation opportunities for client projects.</li>
<li>Collect and act on client feedback to improve processes, products, and services.</li>
</ul>
<strong>Administrative & Operational Management</strong>
<ul>
<li>Utilize the CRM to track interactions, agreements, opportunities, and account details.</li>
<li>Maintain clear documentation of communications, contractual changes, and strategic decisions.</li>
<li>Ensure forec…