[Hiring] Client Success Manager @Lima Charlie

Role Description

We're growing, and we're looking for a Client Success Manager to make sure every client we win stays a client. As a Client Success Manager, you'll be the client's main point of contact once a contract is awarded. You'll own the relationship, client satisfaction, and account health for the life of each contract. You'll work closely with our Operations team:

• Lead the transition from contract award to execution, co-leading the client kickoff with our Director of Operations.
• Serve as the primary point of contact for clients and stakeholders, and set a regular communication cadence for each account.
• Document each client's expectations, priorities, policies, and success criteria, ensuring internal teams understand them.
• Monitor client satisfaction and account health, reporting account performance to leadership weekly.
• Coordinate communication between clients and internal teams, including Operations, Finance, Compliance, and Leadership.
• Log, escalate, and track client issues to resolution, each with a clear owner and due date.
• Identify risks to client satisfaction early and raise them before they become complaints.
• Support renewals and extensions by tracking contract end dates and providing performance history and client feedback.
• Spot new business opportunities with existing clients and pass them to our sales team.

This is a fast-paced role. Contracts can be awarded and launched on short notice, especially in emergency response, and you'll often manage several active accounts at once. If you like being the person who keeps everyone aligned when things move quickly, you'll do well here. This position is remote in Colombia.

Qualifications

• 3+ years of experience in client success, account management, or client-facing project coordination, ideally in hospitality, lodging, travel, logistics, government contracting, or services.
• Professional fluency in English, written and spoken, for daily communication with U.S. clients and stakeholders. Spanish is a plus.
• Proven ability to manage multiple accounts and priorities at once in a fast-moving environment.
• Strong organizational skills and comfort documenting issues, commitments, and communications in project management tools and CRMs.
• Calm, clear communication under pressure, including when delivering difficult updates.
• A proactive mindset: you follow up without being asked and flag problems before they grow.
• Availability to work during U.S. business hours, with flexibility during emergency activations when timelines are tight.

Requirements

• Experience supporting government or public-sector contracts (Nice to Have).
• Background in emergency or disaster response services, crew or workforce lodging, or insurance-related housing (Nice to Have).
• Familiarity with client satisfaction measurement (surveys, check-in ratings, account health scoring) (Nice to Have).