Customer Success Manager

Viva • Colorado Springs, CO

18d • Remote

About The Position

At Viva, we partner with fast-growing US startups and connect them with world-class Executive Assistants across Latin America, expanding access to global opportunity while helping companies scale smarter. Our mission is to create meaningful career opportunities for women in Latam while welcoming anyone who shares our values, with a focus on impact, growth, and a culture where your voice genuinely matters. We’re hiring a Customer Success Manager to own customer relationships end-to-end while directly managing and developing high-performing teams. This role combines client ownership + people leadership, you’ll drive retention and growth while ensuring your team delivers exceptional results.

Requirements

• 3+ years in customer-facing roles (e.g., Customer Success Manager, Executive Support Manager, Client-Facing Team Lead, or similar) with experience in professional services, BPO, or consulting environments.
• Proven experience managing large teams (5+ direct reports) in remote or hybrid environments.
• Proven background in account management building client relationships, driving retention, and supporting growth initiatives.
• Exposure to customer health and revenue metrics (e.g., churn, NRR, expansions).
• Skilled in prioritization and operating under pressure with minimal guidance.
• Fluent English (C1+), with the ability to communicate clearly and influence stakeholders.
• Experience with CRM tools (HubSpot preferred).

Responsibilities

• Manage a portfolio of customer accounts end‑to‑end, including onboarding, relationship development, retention, and growth.
• Drive company growth through securing renewals, expansions, and mitigating churn risk.
• Directly manage and develop a team of Executive Assistants and Recruitment Coordinators, ensuring strong performance and accountability.
• Coach, provide feedback, and address performance to build a high-ownership culture.
• Monitor customer health and revenue metrics (NRR) to drive decisions.
• Use CRM tools (HubSpot preferred) to track account performance.
• Collaborate cross-functionally to improve customer outcomes and experience.

Benefits

• Continuous development through feedback, performance reviews, and growth opportunities.
• Work-life balance: fixed schedules, no overtime, weekends off.
• Competitive pay: raises every 6 months + performance bonuses.
• Global health insurance: medical, dental, vision, mental health, and routine care.
• Paid holidays, vacation, sick days, and family care days.
• Family-friendly benefits: parental leave and flexible parent policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed