Customer Success Manager

Anticipated Contract End Date/Length: 6 months to start potential to extend
Work set up: Fully remote (Colombia aligned with ET or CT) 40 hours per week

We are looking for a Customer Success Manager to support clients across the AMER time zone in a fully remote setup. This role is responsible for guiding customers as they transition from sales prospects to active users of the technology platform ensuring a seamless implementation experience and long-term success. The position partners closely with Account Managers and internal teams to deliver high-quality project execution while maintaining strong client relationships.

What you will do:

• Meet with clients to understand project goals and requirements for technology implementation.
• Schedule weekly project status calls and share detailed project plans with deliverables and deadlines.
• Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates.
• Liaise with technology teams on integration requirements and facilitate communication with client stakeholders.
• Collaborate with clients to compile content and visual elements for implementation.
• Review client-provided content and recommend improvements based on platform capabilities.
• Configure client and journey-specific elements within the technology platform.
• Brief internal teams on journey builds or build approved journeys and content within the platform.
• Support testing feedback cycles and final edits prior to go-live.
• Create bespoke showcase journeys for training and internal engagement.
• Liaise with internal studio teams on design and content requirements including quotations and deliverables.
• Deliver platform training and coaching to client project teams.
• Investigate and resolve platform-related questions and queries.
• Handover accounts to Account Managers post-implementation.
• Provide insights on additional journey opportunities and future roadmap planning.
• Track time accurately in project management tools against client and project codes.
• Establish and manage project scope timelines resources and budgets.
• Contribute to proposals quotes and project documentation.
• Schedule and lead project kickoff meetings and ongoing check-ins.
• Assign tasks monitor progress and remove project roadblocks.
• Validate deliverables for accuracy and quality.
• Communicate progress updates and deliver final project summaries to clients.

Qualifications :

• Matric or equivalent level of education.
• Experience working with online technologies and digital platforms.
• Ability to learn quickly and adapt to new tools and systems.
• Strong interest in technology and continuous learning.
• Experience supporting customer onboarding implementation or customer success initiatives.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Excellent verbal and written communication skills with the ability to engage stakeholders at all levels.
• Strong problem-solving and decision-making capabilities with a logical data-driven approach.
• High attention to detail with the ability to identify issues and implement solutions.
• Ability to work effectively across global teams with cultural awareness and sensitivity.
• Proactive mindset with a focus on improving processes and ways of working.
• Creative thinking with the ability to challenge standard approaches and enhance client outcomes.
• Accountability for individual and team performance with a commitment to delivering high-quality work.
• Adaptability in fast-paced and evolving environments with a strong sense of ownership and initiative.

Additional Information :

Candidates must be legally authorized to live and work in the country where the position is based without requiring employer sponsorship.

HelloKindred is committed to fair transparent and inclusive hiring practices. We assess candidates based on skills experience and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race colour religion sex gender identity or expression sexual orientation age national origin disability veteran status or any other protected characteristic under applicable law.

Remote Work :

Yes

Employment Type :

Contract