Customer Success Manager

Customer Success Manager

We are hiring a Customer Success Manager with a strong implementation and project delivery focus, responsible primarily for post-sales onboarding and customer delivery with the remaining scope focused on ongoing customer engagement, account ownership and expansion actions. You will work primarily with global customers, owning implementations and acting as Infiterra's main point of contact post-sale.

Key Responsibilities

Implementation & Delivery

• Own a portfolio of complex, high-value accounts and act as the central point of accountability for account-level escalations — coordinating investigation, prioritization, and resolution across Support, R&D, and Product
• Serve as the technical subject-matter expert for assigned accounts, translating platform behavior and business requirements in both directions
• Maintain account health, including proactive risk identification and remediation planning for accounts
• Own post-sales onboarding projects from kickoff through go-live.
• Act as project manager for customer implementations, coordinating internal teams and customer stakeholders.
• Lead hands-on configuration, setup, and customization of the platform (no coding required).
• Deliver customer training sessions, both remote and on-site when needed.
• Manage timelines, dependencies, risks, and stakeholder communication throughout implementation.
• Engage customers during hyper-care periods following go-live.

Customer Ownership & Engagement

• Conduct regular cadence calls and ensure follow-up on action items.
• Maintain account ownership and handle health issues, including ticket escalation.
• Participate in QBRs and support strategic accounts as necessary.
• Follow through on QBR outcomes, such as adoption, optimization, and expansion activities.
• Work confidently with stakeholders at all levels, from end users to C-level executives.
• Work closely with the Product and Engineering teams to ensure that customer feedback is thoroughly evaluated and appropriately incorporated into the product roadmap.

Ideal Candidate Profile

• Experience as a software consultant, implementation consultant, technical project manager, or delivery-focused CSM.
• Minimum of 5 years of experience working in a B2B software environment (such as ERP, CRM, or SaaS) in a customer success role, with a focus on customer onboarding and implementation.
• Extensive background in managing complex software implementations.
• Comfortable taking a hands-on, detail-oriented approach—not just working in customer-facing roles.
• Capable of working independently.
• Possesses a startup mindset: pragmatic, adaptable, and comfortable with a broad range of responsibilities.

Required Skills & Experience

• Proven experience delivering B2B software implementations.
• Strong project management and stakeholder coordination skills.
• Solid understanding of software concepts, including APIs.
• Ability to explain complex technical and business workflows clearly.
• Professional English.
• Willingness to travel when required.

Nice to Have

• Experience in subscription platforms, billing systems, ERP, marketplaces, or commerce-related SaaS.
• Exposure to API-based platforms or system integrations (no hands-on development required).

Benefits

• Work-from-anywhere scheme (travel and work).
• Flexible working hours.
• Health and life insurance program.
• Learning & development budget.
• Tech-driven, friendly team with an international mindset.

If you feel you're a great fit, please apply! We'd love to hear from you! All applications will be treated with confidentiality. Please note that due to the high volume of CVs received, only candidates who are a good fit will be contacted for an interview. As part of our commitment to diversity in the workforce, Infiterra is dedicated to Equal Employment Opportunity, ensuring that all individuals are treated with respect and consideration without regard to race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.