Customer Success Manager (SDQ)

Position Summary:

As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You’ll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.

Reporting to a Senior Manager, you’ll manage a growing portfolio of SMB clients and be responsible for sustaining account health, gathering feedback, surfacing risks and wins, and guiding clients through their first 90 days of support—the most critical window for long-term success. You’ll work closely with the Project Manager and Senior Specialist to coordinate onboarding execution, ensure deliverables are met, and provide a consistently high-touch experience during this early phase.

Responsibilities:

Account Management

• Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust.
• Provide timely updates, manage expectations, and escalate issues where appropriate.
• Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization.
• Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions.

Client Feedback & Advocacy

• Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs.
• Translate feedback into actionable recommendations and partner with internal teams to implement improvements.
• Champion the client voice across Horatio, ensuring product and service alignment with real customer needs.

Engagement, Growth & Retention

• Partner with senior CSMs to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities.
• Surface red flags early and help mitigate churn risk through proactive support and collaboration with onboarding and ops teams.

Onboarding & 90-Day Support Execution

• Facilitate light onboarding for SMB clients and lead their journey through the first 90 days of structured support, ensuring milestones are met and key deliverables are completed.
• Work closely with the Senior Manager, Project Manager, and Senior Specialist to manage task distribution, track progress, and resolve blockers quickly.
• Support handoffs and ensure clients are successfully transitioned to long-term ownership after the onboarding phase.

CRM and Industry Expertise

• Stay up to date on key CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX tech to guide clients effectively.
• Use data and tooling to provide clients with actionable recommendations and drive adoption.

Required Skills/Abilities:

• Excellent (near-native) writing in English is a requirement for this job.
• Experience supporting onboarding and managing SMB client relationships
• Familiarity with upsell/renewal cycles and resolving customer service challenges.
• Tech-savvy and advanced proficiency in G-Suite**/**MS Office.
• Track record of building positive relationships with employees and partners.
• Strong work ethic and a talent for bringing out the best in others.
• CRM tools such as Zendesk, Gorgias, Gladly, Salesforce
• Organized, proactive, and highly communicative
• Strong time management and problem-solving capabilities
• Comfortable working in fast-paced environments across cross-functional teams
• Insightful and detail-oriented, with a passion for customer success

Education and Experience:

• 1–2 years in a customer-facing role, ideally in BPO, SaaS, or CX-focused environments, and managerial experience. 
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
• Zendesk certification (preferred)

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Ask any team member about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky is the limit at Horatio!
• Wellness Program: We are committed to spreading mental health awareness and promoting its importance. Horatio has in-house clinical psychologists to take care of its employees.