Customer Success Manager

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Nuvem

WebsiteLinkedInAll Job Openings

2 - 10 employees

🔒 Cybersecurity

💼 Consulting

🤝 B2B

Cybersecurity • Consulting • B2B

Nuvem is a Peru-based IT services company that provides cloud solutions, cybersecurity, IT infrastructure, and monitoring & observability for businesses. They offer managed IT services, training in cybersecurity and cloud technologies, IT consulting, and staffing to connect companies with technology talent. Nuvem positions itself as a partner for digital transformation and security, with offices in Santiago de Surco (Lima, Peru) and a presence in Orlando, Florida, USA.

📋 Description

• Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals. • Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized. • Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction. • Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities. • Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk. • Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership. • Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement. • Maintain consistent executive-level engagement with customers to reinforce partnership and confidence. • Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization. • Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions. • Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio. • Clearly articulate the value of additional solutions, services, or capabilities to support customer growth. • Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools. • Follow defined engagement cadences and success frameworks based on customer tier and segmentation. • Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling. • Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.

🎯 Requirements

• Growth company DNA as described above • Highly organized, proactive, and comfortable managing multiple priorities. • A track record of consistently delivering results against quarterly and annual goals. • Excellent written and verbal communication skills, with the ability to clearly understand and explain complex concepts in a simple and concise manner in executive-level discussions. • Proven ability to manage complex customer relationships and drive retention and growth. • Strong analytical and consultative skills with the ability to translate data into customer value narratives. • Bachelor’s degree or higher from a selective college or university, or similarly developmental and distinguished life experience. • The ability to successfully work on a remote-based team with a willingness to travel up to 15-20% of the time.

🏖️ Benefits

• High Earning Potential: Competitive salary commensurate with experience. • Work/Life Balance: • Flexible work arrangements and a remote-first work environment (for select positions) • Recurring company gatherings throughout the year to promote connection and collaboration • Unlimited Paid Time Off • Additional Benefits and Perks: • Paid holidays • Paid family and medical leave, including paid parental leave • Fully covered medical, dental and vision benefits for employees • Company sponsored 401(k) with a match • Life and long-term disability coverage • Employee assistance program