Posted today
At Near, we help top talent in Latin America find remote roles with U.S. companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is Aprika Business Solutions, a software company behind Mission Control, a Salesforce-native project management and professional services automation solution.
They are looking for a proactive and commercially minded Customer Success Manager to manage customer relationships, drive product adoption, support renewals, and identify expansion opportunities across their customer base.
The Customer Success Manager will own the customer relationship following the handover from the Account Executive and will be responsible for driving adoption, engagement, retention, renewals, and expansion.
This role requires someone who can balance customer advocacy with commercial accountability, proactively identify customer risks and opportunities, and independently manage a portfolio of B2B SaaS customers.
The ideal candidate will have strong communication and organizational skills, experience working with Salesforce, and the ability to understand customer business objectives and translate software capabilities into measurable business value.
• Own the post-sale customer relationship following handover from the Account Executive
• Understand each customer's business objectives, success criteria, and expected outcomes
• Develop Customer Success Plans for strategic customers
• Drive ongoing adoption and utilization of Mission Control
• Monitor customer usage, engagement, adoption, and health indicators
• Conduct proactive customer check-ins, success reviews, and Quarterly Business Reviews
• Help customers measure and communicate the business value and ROI achieved through Mission Control
• Educate customers on product capabilities, new functionality, and relevant best practices
• Identify opportunities for additional licenses, users, add-on modules, and expanded product usage
• Own and manage the customer renewal process
• Identify customers presenting churn, contraction, or disengagement risk
• Develop and execute appropriate retention plans for at-risk customers
• Maintain accurate renewal forecasts and customer health information in Salesforce
• Work with internal stakeholders to resolve issues that could negatively affect customer retention
• Develop commercial proposals for straightforward expansion opportunities
• Coordinate with the CRO and Account Executive on larger or more complex expansion opportunities
• Maintain an accurate expansion pipeline in Salesforce
• Build relationships with customer champions, administrators, project managers, executive sponsors, and other key stakeholders
• Develop customer advocates for references, testimonials, case studies, webinars, and customer events
• Capture customer feedback regarding product functionality, usability, and future requirements
• Work closely with Product, Support, Marketing, and Sales to communicate customer insights and recurring themes
• Act as the voice of the customer internally
• Maintain accurate customer records, interactions, renewal information, health assessments, and expansion opportunities in Salesforce
• Proactively identify risks and opportunities rather than relying on reactive customer support
• Manage multiple customer relationships and priorities independently in a remote environment
• 3+ years of experience in Customer Success, Account Management, SaaS Customer Experience, or a related customer-facing role
• Experience managing ongoing B2B customer relationships
• Experience managing SaaS renewals and identifying churn risk
• Strong commercial awareness and ability to identify expansion opportunities
• Strong relationship-building skills with customers and senior stakeholders
• Excellent written and verbal English communication skills
• Strong presentation and facilitation skills
• Ability to understand customer business objectives and translate software capabilities into measurable business value
• Strong analytical skills and ability to identify patterns in customer adoption, engagement, and retention
• Strong organizational skills and ability to manage multiple customers simultaneously
• Experience working with CRM systems, preferably Salesforce
• Strong attention to detail and ability to maintain accurate CRM and customer documentation
• Ability to work independently in a remote environment while collaborating effectively across teams
• Strong understanding of the Salesforce ecosystem
• Experience in a B2B SaaS organization
• Experience working with Salesforce AppExchange products
• Experience working for or with a Salesforce ISV
• Experience with Project Management or Professional Services Automation solutions
• Experience with project management, resource management, time tracking, project financials, or professional services operations
• Experience conducting customer business reviews or QBRs
• Experience managing SaaS renewal and expansion targets
• Understanding of SaaS metrics including ARR, GRR, NRR, churn, expansion, and product adoption
• Salesforce certifications or Trailhead credentials
• Project Management or Customer Success certifications
• $3,000–$3,500 USD per month base salary + performance-based variable compensation
• $1,500 monthly quota
• 5% commission on ACV of add-ons
• 1% of renewed ACV based on achieving the quarterly churn threshold target
• 20 days of paid vacation
• Full-time, long-term opportunity
• Remote opportunity
• Primarily U.S. Eastern Time working hours
• U.S. holidays observed
• Five-stage interview process with the client team