Customer Success Manager

Who is HelloKindred?

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with trusted brands.

Anticipated Contract End Date/Length: 6 months to start, potential to extend
Work set up: Fully remote (Colombia, aligned with ET or CT), 40 hours per week

We are looking for a Customer Success Manager to support clients across the AMER time zone in a fully remote setup. This role is responsible for guiding customers as they transition from sales prospects to active users of the technology platform, ensuring a seamless implementation experience and long-term success. The position partners closely with Account Managers and internal teams to deliver high-quality project execution while maintaining strong client relationships.

What you will do:

• Meet with clients to understand project goals and requirements for technology implementation.
• Schedule weekly project status calls and share detailed project plans with deliverables and deadlines.
• Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates.
• Liaise with technology teams on integration requirements and facilitate communication with client stakeholders.
• Collaborate with clients to compile content and visual elements for implementation.
• Review client-provided content and recommend improvements based on platform capabilities.
• Configure client and journey-specific elements within the technology platform.
• Brief internal teams on journey builds or build approved journeys and content within the platform.
• Support testing, feedback cycles, and final edits prior to go-live.
• Create bespoke showcase journeys for training and internal engagement.
• Liaise with internal studio teams on design and content requirements, including quotations and deliverables.
• Deliver platform training and coaching to client project teams.
• Investigate and resolve platform-related questions and queries.
• Handover accounts to Account Managers post-implementation.
• Provide insights on additional journey opportunities and future roadmap planning.
• Track time accurately in project management tools against client and project codes.
• Establish and manage project scope, timelines, resources, and budgets.
• Contribute to proposals, quotes, and project documentation.
• Schedule and lead project kickoff meetings and ongoing check-ins.
• Assign tasks, monitor progress, and remove project roadblocks.
• Validate deliverables for accuracy and quality.
• Communicate progress updates and deliver final project summaries to clients.

• Matric or equivalent level of education.
• Experience working with online technologies and digital platforms.
• Ability to learn quickly and adapt to new tools and systems.
• Strong interest in technology and continuous learning.
• Experience supporting customer onboarding, implementation, or customer success initiatives.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Excellent verbal and written communication skills with the ability to engage stakeholders at all levels.
• Strong problem-solving and decision-making capabilities with a logical, data-driven approach.
• High attention to detail with the ability to identify issues and implement solutions.
• Ability to work effectively across global teams with cultural awareness and sensitivity.
• Proactive mindset with a focus on improving processes and ways of working.
• Creative thinking with the ability to challenge standard approaches and enhance client outcomes.
• Accountability for individual and team performance with a commitment to delivering high-quality work.
• Adaptability in fast-paced and evolving environments with a strong sense of ownership and initiative.

Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.

HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.