Customer Success Manager – Talent Marketplace

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Lago

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Lago is a recruitment service that connects digital marketing agencies and businesses with top-tier global talent from emerging markets. Since 2015, Lago has specialized in providing remote staffing solutions, offering roles such as virtual assistants, social media managers, and customer support representatives. The company aims to empower both agencies and talented professionals by facilitating rewarding job opportunities while enabling businesses to grow efficiently and cost-effectively.

📋 Description

• Manage a portfolio of client accounts, serving as their primary point of contact post-onboarding. • Lead regular business reviews (QBRs/EBRs) to assess client health, review performance against goals, and align on strategy. • Develop and execute customer success plans (CSPs) tailored to each client's objectives and growth trajectory. • Monitor account health metrics (usage, engagement, NPS, support tickets) and proactively intervene when risk is detected. • Drive product adoption and ensure clients are realizing maximum value from the solution. • Identify expansion and upsell opportunities and partner with the sales team to close them. • Manage renewals and negotiate contract extensions to maximize retention. • Advocate for customer needs internally, collaborating with product, support, and sales teams. • Onboard new clients effectively and ensure a smooth transition from sales to success. • Collect and synthesize customer feedback to inform product roadmap and service improvements.

🎯 Requirements

• 2–4 years of experience in customer success, account management, or client services. • Proven track record of managing client relationships and driving retention and satisfaction. • Strong communication, presentation, and interpersonal skills. • Ability to manage a portfolio of accounts simultaneously with varying complexity. • Data-driven approach - comfortable analyzing account health metrics and building success plans. • Experience with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or similar). • Proactive mindset with the ability to identify risk and opportunity early. • Nice To Have: Experience in SaaS, ecommerce, or managed services customer success. • Nice To Have: Familiarity with customer health scoring models and early warning systems. • Nice To Have: Track record of hitting net revenue retention (NRR) and expansion targets. • Nice To Have: Experience conducting executive business reviews (EBRs) with C-level stakeholders. • Nice To Have: Background in an industry relevant to the company's customer base. • Nice To Have: Knowledge of product-led growth (PLG) and digital customer success strategies.

🏖️ Benefits

• Become a Certified Professional through our vetting process. • Showcase your profile on the HireLago Talent Marketplace, trusted by growing startups, agencies, and established companies worldwide. • Gain access to exclusive remote opportunities before they're publicly advertised. • Get matched with roles that fit your skills, experience, schedule, and salary expectations. • Build long-term career opportunities through our growing global employer network. • 100% free for professionals, no placement fees, subscriptions, or hidden costs.