Customer Success Head

Role Overview

• Lead and develop the Success Managers team: Act as the team’s point of reference: support their development, review their account management, provide direct feedback on how they are handling relationships, and ensure each Success Manager has clarity on expectations and how their performance is measured.
• Structure the handoff process with Acquisition: Design and operate the account transfer protocol from the Acquisition team — including all relevant client information, negotiation context, and agreed commitments — to ensure the relationship does not lose momentum during the transition.
• Deepen and expand assigned accounts: Identify within the existing client base which accounts have growth potential, what additional Supra services they could be using, and lead — alongside the team — the conversations that turn that potential into real revenue.
• Build relationships at the right level: Ensure the company maintains active contact with decision-makers in each strategic account — not just day-to-day operators. Relationships at the right level are what protect the company when issues arise or when clients are evaluating alternatives.
• Detect risk signals before it’s too late: Define the indicators that signal a client may be at risk of churn — decline in volume, changes in stakeholders, unresolved complaints — and activate retention protocols before the client decides to leave.
• Be the voice of the customer internally at the company: Translate insights from client interactions into actionable inputs for product, operations, and pricing. Not as complaints, but as business intelligence: what clients need but don’t currently have, what friction they are experiencing, and what would make them stay longer.
• Report on portfolio performance with precision: Keep team metrics up to date — NRR, churn, time to activation, account-level satisfaction — and present them with the necessary analysis so leadership understands not just the numbers, but what’s behind them.

Requirements

▸ Minimum 5 years of experience in Customer Success, Account Management, or similar roles — with at least 5 years leading teams. Experience in B2B companies within financial services, digital payments, or SaaS in LatAm is a strong plus. ▸ Proven track record in retention and expansion of B2B accounts: having increased portfolio NRR, recovered at-risk accounts, or developed relationships that evolved from transactional to strategic. ▸ Strong understanding of the full B2B customer lifecycle: from client onboarding to renewal or expansion. Understanding what makes a client stay — and what makes them leave — within a payments or financial services business. ▸ Proficiency in CRM tools for account management (HubSpot, Salesforce, or similar) and the ability to build and interpret portfolio reports: churn, NRR, health score, account-level satisfaction. Their account data is not a surprise — it’s their working tool. ▸ Advanced English to manage regional accounts, participate in reviews with international clients, and read contracts or service agreements without relying on translation.

Benefits

Full time long term employment + benefits Contractor type of hiring for candidates outside of Colombia.