Customer Success Manager
Summary of the Role
We are looking for a Customer Operations Manager to work with one of our US clients. You'll be the main operations contact for their customers from the day they sign until they are fully up and running. You will run onboarding, handle customer support requests, and keep processes organized so customers stay happy and keep growing. You will work closely with a US-based team.
📍 Work location: On-site at our office in Medellín, Colombia - with some overlap with US business hours
Desired Skills
- Full-Time availability
- Advanced English (C1), spoken and written: you will talk with US customers every day
- 3+ years of experience in customer onboarding, customer success, customer support, or operations
- Comfortable with CRM and ticketing tools (e.g., HubSpot, Salesforce, Zendesk, Intercom)
Responsibilities
- Own the customer onboarding process: kickoff calls, account setup, training, and go-live
- Be the day-to-day contact for customer questions, issues, and requests by email, chat, and phone
- Track onboarding progress and support tickets, making sure nothing falls through the cracks
- Spot recurring customer issues and work with Product and Sales to fix the root cause
- Write and maintain process documentation, help-center content, and internal playbooks
- Report on onboarding timelines, ticket volume, and customer satisfaction
- Help improve and scale operations processes as the team grows
Nice-to-Haves
- Experience at a SaaS, ad-tech, or digital marketing company
- Experience serving small businesses or media companies
- Experience building onboarding or support processes from scratch
Who You Are
- Highly organized: you manage several customer accounts at once without dropping the ball
- A clear, friendly communicator with a customer-first mindset
Some benefits:
- 🖥️ Remote work
- ⌚ Full-time schedule, flexible according to objectives
- 🏖️PTO & holidays
- 💻 Laptop
About Howdy
Howdy.com, founded in 2018 and headquartered in Austin, Texas, helps US companies who want to hire, manage, and retain their teams in Latin America (LatAm) directly but need help with multinational logistics, contracts, compliance, and culture. Companies that use Howdy.com get the best talent available in LatAm and gain access to an entire network and a thriving community of professionals who are changing the world. By partnering with Howdy.com, companies can expand their physical presence into some of the fastest-growing economies in LatAm.
Howdy.com is a member of Y Combinator and has garnered significant support from prominent investors, including Greycroft and Obvious Ventures. The company raised over $20 million in a series A venture capital round.
Our core values
#1 Sports Team: At Howdy, we win together. From players to support, everyone is vital to our success. We hire for excellence, prioritize teamwork, and strive for continuous improvement. We collaborate, seek advice, and actively contribute to Howdy's victories.
Altruism: Demonstrating altruism involves prioritizing the team and assuming the best in others. We communicate openly, provide honest feedback, and extend grace. Altruism is selfless service, focusing on supporting our players and team growth.
Curiosity: Being curious at Howdy means having the willingness to learn, adapt, and explore new ideas. We question existing beliefs, embrace humility, and see curiosity as our superpower. Demonstrating curiosity involves researching unfamiliar tasks, asking questions to understand the full picture, and seeking better ways to complete routine tasks.
Have Spirit: Having spirit at Howdy is about celebrating wins, building a sense of community, and bringing positivity. Demonstrating spirit involves attending events, getting to know teammates, participating in challenges, and proudly wearing the Howdy swag. Simply put, it's about bringing a super-fan spirit to work every day.