Senior Customer Success Manager

Senior Customer Success Manager

Location: Colombia | Remote

Contract Type: Indefinite

The Senior Customer Success Manager helps new and existing customers derive the most value from Hyland's products and services. This position owns the customer journey post-implementation across the Latin America region, with a primary focus on the Colombia customer portfolio—maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. Operating in a dynamic regional environment, the Senior Customer Success Manager is a highly independent professional who serves as the primary point of contact representing the customer.

Your Role Responsibilities? Here's What You'll Do.

• Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle — from contract signature through renewal and expansion — collaborating with customers to understand business objectives and designing comprehensive Success Plans with clear objectives reviewed monthly.
• Focus on risk mitigation through early intervention; develop and execute comprehensive Save Plans in partnership with account and leadership teams, rallying internal resources to protect ARR and mitigate churn.
• Deliver business reviews in collaboration with cross-functional departments, ensuring customers receive timely, strategic insights.
• Serve as an internal advocate for customer product feature priorities and feedback, aligning with the product team to influence the product roadmap while cultivating customer advocates who share success stories at events and beyond.
• Partner with customer care and technical account management teams to avert and manage critical escalations, keeping leadership informed and mobilizing the right internal resources.
• Represent the voice of the customer by acting as a strategic feedback agent to inform the company's support, marketing, sales, services, partner, and product strategy.

Role Essentials

• Bachelor's degree or equivalent experience with a minimum of 2 years of experience as a Customer Success Manager.
• Fluency in Spanish is required; strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong organizational, multi-tasking, and time management skills with the ability to work independently in a geographically distributed, regional environment.
• Strong business and technology acumen with demonstrated knowledge of company software and technology; experience with ERP, CRM, or ECM solutions required.
• Demonstrated ability to influence, motivate, and mobilize team members and business partners; up to 25% travel time required.
• Proven experience managing enterprise-level customer portfolios within complex, multi-stakeholder environments.

What We'd Like to See

• Experience in the financial services or banking sector, with a strong understanding of enterprise customer needs and expectations.
• Familiarity with the Latin American market and its unique business dynamics.
• Portuguese language proficiency is a plus.
• Strong ability to establish rapport and gain the trust of others; effective at building consensus across diverse, geographically distributed teams.
• Self-motivated with the ability to manage projects to completion with minimal oversight, thriving in less-structured, autonomous environments.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.