Client Success Manager; Remote

Focus: Partner Accounts | Adoption & Growth Portfolio
Location: Remote (LATAM or South Africa preferred; Colombia highly preferred)

Our client is a leading mobile engagement platform built specifically for financial institutions. The platform enables credit unions and community banks to deliver personalized, real-time, and proactive messaging that strengthens customer relationships and drives measurable growth.

Backed by industry experts, the company partners with financial institutions across the United States to power smarter engagement, improved retention, and better business outcomes.

We are hiring a Customer Success Manager (Engagement & Adoption) to drive product adoption, value realization, and long-term success across a portfolio of partner and reseller accounts.

This role is distinct from traditional direct-to-customer CS positions. It is focused on a bottom-up adoption strategy, engaging non-users and low-usage accounts within partner networks and converting them into high-performing, Tier 1 users.

This position is ideal for a data-driven, reporting-savvy individual contributor who thrives in execution-heavy environments and enjoys becoming a product expert to help customers overcome adoption blockers.

• Own a defined portfolio of partner and reseller accounts with a primary focus on product adoption

• Execute targeted strategies to convert non-users and low-usage accounts into consistent, high-value users

• Act as a strategic advisor to financial institutions by clearly articulating product value and use cases

• Serve as a reporting-focused CS lead, requesting, analyzing, and interpreting meaningful performance data

• Translate insights into actionable recommendations and “next-best actions” for customers

• Track KPIs, customer health signals, and usage trends to proactively address adoption risks

• Manage multiple stakeholders across numerous accounts simultaneously

• Maintain high standards of CRM hygiene in Hub Spot, including notes, tasks, and follow-ups

• Demonstrate relentless follow-up through consistent, professional customer communication

• Confidently discuss SFTP delivery, APIs, data flows, and reporting configurations

• Act as a product expert, guiding customers toward best practices and measurable outcomes

• Partner with engineering and internal teams to resolve complex technical challenges

• Collaborate closely with reseller partners to align on adoption initiatives and priorities

• Share customer feedback and usage patterns internally to improve adoption strategies at scale

This is a hands-on individual contributor role focused on high-volume execution and tactical adoption.
Director-, Manager-, or VP-level candidates are not a fit. We are seeking execution-focused professionals who thrive in data-driven account engagement.

• 3+ years of experience in Customer Success, Account Management, or a similar B2B SaaS customer-facing role

• Strong analytical skills with the ability to act on complex reporting and usage data

• Exceptional organizational skills and consistent, proactive follow-through

• High standards for CRM hygiene (Hub Spot strongly preferred)

• Excellent English communication skills; comfortable leading trainings and driving stakeholder action

• Based in South America (Colombia preferred) with overlap with U.S. business hours

• Experience working with financial institutions, fintech, or regulated industries

• Experience supporting customers through partner or reseller channels

• Familiarity with marketing automation platforms and engagement analytics

• High Ownership: Opportunity to define and scale partner adoption best practices

• Remote-First Culture: Collaborative, distributed team environment

• Career Growth: Become a product expert while growing alongside a scaling SaaS company

• Meaningful Impact: Help financial institutions compete and succeed in a digital-first landscape