What are the responsibilities and job description for the Customer Success Manager - Colombia position at Semos Cloud?
The opportunity
Semos Cloud builds enterprise HR technology and AI agents for recognition and rewards, employee communications, listening, Total Rewards and AI-enabled people management. Our solutions operate in complex HR ecosystems, including SAP SuccessFactors, Workday and Oracle HCM environments. We are hiring a Customer Success Manager who can own customer outcomes after the sale, not simply respond to tickets or schedule check-ins.
You will be the primary relationship owner for a portfolio of enterprise customers, partnering with customer HR, HRIS, IT and business stakeholders to accelerate adoption, demonstrate measurable value, protect renewals and identify opportunities to expand the relationship.
What you will own
Enterprise HR tech / HCM, employee experience, recognition, rewards, engagement, employee communications or people analytics; SAP SuccessFactors, Workday or Oracle HCM ecosystems; multi-product SaaS portfolios and commercial expansion within existing accounts.
How success will be measured
Customer retention and renewal readiness; adoption and utilization; documented customer outcomes and time-to-value; reduction of unresolved account risks; quality of executive reviews; qualified expansion opportunities and accuracy of account reporting.
Working with us
You will collaborate with colleagues and customers across time zones. Working-hours overlap and customer meeting coverage will be discussed during the process. We value initiative, accountability, direct feedback and the ability to work across a relatively flat, hands-on organization.
Semos Cloud builds enterprise HR technology and AI agents for recognition and rewards, employee communications, listening, Total Rewards and AI-enabled people management. Our solutions operate in complex HR ecosystems, including SAP SuccessFactors, Workday and Oracle HCM environments. We are hiring a Customer Success Manager who can own customer outcomes after the sale, not simply respond to tickets or schedule check-ins.
You will be the primary relationship owner for a portfolio of enterprise customers, partnering with customer HR, HRIS, IT and business stakeholders to accelerate adoption, demonstrate measurable value, protect renewals and identify opportunities to expand the relationship.
What you will own
- Enterprise portfolio: Serve as the accountable post-sales contact; maintain stakeholder maps, executive relationships and clear account priorities.
- Onboarding and time-to-value: Coordinate implementation handoffs, launch plans, customer enablement, milestones and follow-through across internal teams.
- Success plans: Agree on business objectives, measurable KPIs, owners and timelines with each customer; review progress and adjust plans.
- Adoption: Analyze usage and engagement by customer segment; deliver targeted training and interventions that improve sustained product utilization.
- Customer health and risk: Combine product, support and stakeholder signals to spot churn risks early; document and execute recovery plans.
- Executive business reviews: Lead structured customer reviews showing outcomes, adoption gaps, recommendations and the next joint actions.
- Retention and growth: Own renewal readiness and collaborate with Sales on commercial renewals, upsell and cross-sell opportunities supported by customer needs.
- Cross-functional execution: Coordinate Sales, Product, Engineering and Support; escalate blockers with context, owners and deadlines without losing accountability.
- Voice of customer and advocacy: Capture actionable feedback and identify appropriate customers for references, testimonials, referrals and case studies.
- Reporting: Keep customer records current and report health, adoption, outcomes, renewal risks and growth opportunities.
- 3 years of hands-on B2B SaaS Customer Success, account management or post-sales ownership, including direct responsibility for an ongoing customer portfolio.
- Demonstrable experience managing complex mid-market or enterprise customers with multiple stakeholders; exposure to large, distributed organizations is strongly preferred.
- Concrete examples of improving adoption, rescuing at-risk accounts, supporting renewals and/or uncovering account expansion, not just reporting satisfaction.
- Experience leading customer onboarding, live training and outcome-focused business reviews.
- Ability to interpret SaaS usage and customer-health data and translate it into practical account action plans.
- Professional English for independent customer calls, written updates and executive presentations; professional Spanish for work with Colombia/LATAM stakeholders.
- Professional fluency in Portuguese (considered a plus)
- Comfort owning difficult customer conversations, coordinating technical teams and following through without close supervision.
Enterprise HR tech / HCM, employee experience, recognition, rewards, engagement, employee communications or people analytics; SAP SuccessFactors, Workday or Oracle HCM ecosystems; multi-product SaaS portfolios and commercial expansion within existing accounts.
How success will be measured
Customer retention and renewal readiness; adoption and utilization; documented customer outcomes and time-to-value; reduction of unresolved account risks; quality of executive reviews; qualified expansion opportunities and accuracy of account reporting.
Working with us
You will collaborate with colleagues and customers across time zones. Working-hours overlap and customer meeting coverage will be discussed during the process. We value initiative, accountability, direct feedback and the ability to work across a relatively flat, hands-on organization.