Job Title: Customer Success Manager (Engagement & Adoption)

Focus:Partner Accounts | Adoption & Growth PortfolioLocation:Remote (LATAM or South Africa preferred; Colombia highly preferred)

Company Overview

Our client is a leading mobile engagement platform built specifically for financial institutions. The platform enables credit unions and community banks to deliver personalized, real-time, and proactive messaging that strengthens customer relationships and drives measurable growth.

Backed by industry experts, the company partners with financial institutions across the United States to power smarter engagement, improved retention, and better business outcomes.

Role Overview

We are hiring aCustomer Success Manager (Engagement & Adoption)to drive product adoption, value realization, and long-term success across a portfolio of partner and reseller accounts.

This role is distinct from traditional direct-to-customer CS positions. It is focused on abottom-up adoption strategy, engaging non-users and low-usage accounts within partner networks and converting them into high-performing, Tier 1 users.

This position is ideal for adata-driven, reporting-savvy individual contributorwho thrives in execution-heavy environments and enjoys becoming a product expert to help customers overcome adoption blockers.

Key Responsibilities

I. Strategic Adoption & Bottom-Up Growth
* Own a defined portfolio of partner and reseller accounts with a primary focus on product adoption
Own a defined portfolio of partner and reseller accounts with a primary focus on product adoption
* Execute targeted strategies to convert non-users and low-usage accounts into consistent, high-value users
Execute targeted strategies to convert non-users and low-usage accounts into consistent, high-value users
* Act as a strategic advisor to financial institutions by clearly articulating product value and use cases
Act as a strategic advisor to financial institutions by clearly articulating product value and use cases

II. Data-Driven Reporting & Insights
* Serve as a reporting-focused CS lead, requesting, analyzing, and interpreting meaningful performance data
Serve as a reporting-focused CS lead, requesting, analyzing, and interpreting meaningful performance data
* Translate insights into actionable recommendations and “next-best actions” for customers
Translate insights into actionable recommendations and “next-best actions” for customers
* Track KPIs, customer health signals, and usage trends to proactively address adoption risks
Track KPIs, customer health signals, and usage trends to proactively address adoption risks

III. Operational Excellence & CRM Discipline
* Manage multiple stakeholders across numerous accounts simultaneously
Manage multiple stakeholders across numerous accounts simultaneously
* Maintain high standards of CRM hygiene in HubSpot, including notes, tasks, and follow-ups
Maintain high standards of CRM hygiene in HubSpot, including notes, tasks, and follow-ups
* Demonstrate relentless follow-up through consistent, professional customer communication
Demonstrate relentless follow-up through consistent, professional customer communication

IV. Product & Technical Fluency
* Confidently discuss SFTP delivery, APIs, data flows, and reporting configurations
Confidently discuss SFTP delivery, APIs, data flows, and reporting configurations
* Act as a product expert, guiding customers toward best practices and measurable outcomes
Act as a product expert, guiding customers toward best practices and measurable outcomes
* Partner with engineering and internal teams to resolve complex technical challenges
Partner with engineering and internal teams to resolve complex technical challenges

V. Partner & Reseller Collaboration
* Collaborate closely with reseller partners to align on adoption initiatives and priorities
Collaborate closely with reseller partners to align on adoption initiatives and priorities
* Share customer feedback and usage patterns internally to improve adoption strategies at scale
Share customer feedback and usage patterns internally to improve adoption strategies at scale

Qualifications

Experience Level Note

This is ahands-on individual contributor rolefocused on high-volume execution and tactical adoption.Director-, Manager-, or VP-level candidates are not a fit.We are seeking execution-focused professionals who thrive in data-driven account engagement.

Required
* 3+ years of experience in Customer Success, Account Management, or a similar B2B SaaS customer-facing role
3+ years of experience in Customer Success, Account Management, or a similar B2B SaaS customer-facing role
* Strong analytical skills with the ability to act on complex reporting and usage data
Strong analytical skills with the ability to act on complex reporting and usage data
* Exceptional organizational skills and consistent, proactive follow-through
Exceptional organizational skills and consistent, proactive follow-through
* High stan