(TA87) Customer Success Manager

Explore the Nortal experience!

🌐 Join our close-knit LATAM remote team: Connect through fun activities like coffee breaks, tech talks, and games with your team-mates and management.

🍃 Say goodbye to micromanagement! We champion autonomy, open communication, and respect for diversity as our core values.

⚖️Your well-being matters: Our People Care team is here from day one to support you with everything from time-off requests to wellness check-ins.

Plus, our Accounts Management team ensures smooth, effective client relationships, so you can focus on what you do best.

Ready to grow with us? 🚀

Here’s what we offer you by joining us!

✨ Competitive USD salary 💲 – We value your skills and contributions!

🌐 100% remote work 🏢 – While you can work from anywhere, you’re always welcome to connect with teammates and grow your network at our coworking spaces across LATAM!

💼 Paid time off – Take the time you need according to your country’s regulations, all while receiving your full salary. Rest, recharge, and come back stronger!

🎉 National Holidays celebrated 🌴 – Take time off to celebrate important events and traditions with loved ones, fully embracing your culture.

😷 Sick leave – Focus on your health without the stress. Take the necessary time to recover and feel better.

💸 Refundable Annual Credit – Spend it on the perks you love to enhance your work-life balance!

🤝 Team-building activities – Join us for coffee breaks, tech talks, and after-work gatherings to bond with your Nortal family and feel part of our vibrant community.

🥳 Birthday day off 🎂 – Enjoy an extra day off during your birthday week to celebrate in style with friends and family!

About the Job

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).

How you'll contribute

Client Relationship Management

• Build, manage, and strengthen long-term, trust-based relationships with assigned clients.

• Act as a strategic partner, understanding client needs and anticipating opportunities.

• Ensure high levels of client satisfaction, retention, and overall experience.

Commercial Growth and Expansion

• Define and implement growth strategies for each account (upsell, cross-sell).

• Proactively identify new business opportunities.

• Negotiate new and existing contracts to maximize value and maintain strong partnerships.

• Develop and execute strategic account plans aligned with both client objectives and company goals.

Financial Management of Accounts

• Define, maintain, and achieve revenue, forecasting, and margin targets (gross and contribution).

• Report key metrics including revenue, forecast, opportunities, deals, and overall client temperature.

• Manage necessary investments for client growth, evaluating ROI and operational efficiency.

• Ensure contractual compliance and coordinate closely with Finance and Legal teams when needed.

Internal Collaboration & Product Knowledge

• Work closely with technical teams and other internal departments to ensure a seamless client experience.

• Maintain a strong technical understanding of the company’s offerings to provide strategic guidance.

• Actively participate in internal meetings, raising risks, improvements, and relevant initiatives.

• Create internal reference guides documenting key product features and applications.

Problem-Solving & Continuous Improvement

• Resolve client issues or requests promptly and effectively.

• Propose improvements, best practices, and innovation opportunities for client projects.

• Collect and act on client feedback to improve processes, products, and services.

Administrative & Operational Management

• Utilize the CRM to track interactions, agreements, opportunities, and account details.

• Maintain clear documentation of communications, contractual changes, and strategic decisions.

• Ensure forecasting accuracy and update predictions regularly based on new insights.

This would make you the ideal candidate

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3–5+ years of experience in Account Management, Client Success, or Business Development within a tech/software company.

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Proven track record of account growth (upselling, cross-selling, renewals) and revenue target achievement.

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Experience managing mid-to-large B2B accounts and building long-term client relationships.

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Strong financial acumen: revenue forecasting, margin management, pipeline tracking, and P&L understanding.

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Experience negotiating contracts and driving commercial expansions.

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Solid understanding of technology solutions (SaaS, software development, cloud, or IT services).

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Ability to collaborate cross-functionally with Product, Engineering, Finance, and Legal teams.

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Strong stakeholder management skills, including executive-level communication.

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Hands-on experience with CRM tools (e.g., Salesforce or HubSpot).

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Excellent problem-solving, strategic thinking, and client-oriented mindset.

What to expect from our hiring process

1. Let’s chat about your experience!
2. Impress our recruiters
3. Nail that, and you’ll meet our Hiring Manager- your final step to joining our amazing team!

🎯 At Nortal, we’re dedicated to solving complex business challenges through cutting-edge technology and we believe in the power of tailored solutions. Whether you are passionate about transforming businesses with Generative AI, building innovative software products, or implementing comprehensive enterprise platform solutions, we invite you to be part of our dynamic team!

We would love to hear from you if you are eager to make an impact and join a collaborative team that values creativity and expertise.

Let’s work together to shape the future of technology!

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