Job Title: Customer Success Manager (Engagement & Adoption)

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

Company Overview

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.

Role Overview

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.

Key Responsibilities

I. Strategic Adoption & Bottom-Up Growth

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

II. Data-Driven Reporting & Insights

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

III. Operational Excellence & CRM Discipline

Manage multiple stakeholders across numerous accounts simultaneously
Maintain high standards of CRM hygiene in HubSpot, including notes, tasks, and follow-ups
Demonstrate relentless follow-up through consistent, professional customer communication

IV. Product & Technical Fluency

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

V. Partner & Reseller Collaboration

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

Qualifications

Experience Level Note

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.

Required

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 (HubSpot 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

Preferred

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

Why Join the Team

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

Client Success Manager (Remote) - 53886975647