(EG0054) Customer Success Manager

3 weeks, 1 day ago
Full-time
Senior
Customer and Technical Support
Nortal

Nortal

Nortal specializes in digital transformation by leveraging data-driven technology and strategic change management to create seamless processes for governments, businesses, and healthcare sectors across Europe, the Middle East, and Africa.

Internet Software & Services
251-1K
Founded 2000
$19M raised

Description

  • Build, manage, and strengthen long-term, trust-based relationships with assigned clients.
  • Act as a strategic partner by understanding client needs and anticipating opportunities.
  • Ensure high levels of client satisfaction, retention, and overall customer experience.
  • Define and implement account growth strategies, including upsell and cross-sell opportunities.
  • Proactively identify new business opportunities and drive contract renewals.
  • Develop and execute strategic account plans aligned with client objectives and company goals.
  • Own revenue, forecasting, and margin targets, including gross and contribution targets.
  • Report key metrics such as revenue, forecast, opportunities, deals, and client health.
  • Manage client growth investments while evaluating ROI and operational efficiency.
  • Collaborate with technical, Finance, Legal, and other internal teams to support seamless client delivery.

Requirements

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • 5+ years of experience in Customer Success, Account Management, or Customer Support.
  • Preferably experience within the SaaS or technology 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 simply.
  • Strong analytical mindset and a highly empathetic approach to resolving client pain points.
  • Experience identifying upselling or cross-selling opportunities and driving contract renewals.
  • Hands-on experience with CRM tools such as Salesforce or HubSpot, and Customer Success platforms such as Gainsight or 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 to work with US clients.

Benefits

  • Competitive USD salary.
  • 100% remote work with access to coworking spaces across LATAM.
  • Paid time off according to your country’s regulations, with full salary.
  • National holidays celebrated.
  • Sick leave.
  • Refundable annual credit for perks and work-life balance.
  • Team-building activities such as coffee breaks, tech talks, and after-work gatherings.
  • Birthday day off during your birthday week.
  • People Care support from day one, including help with time-off requests and wellness check-ins.

Interested in this position?

Apply directly on the company website

Apply Now

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