Customer Success and CRM Manager

Description

Job Summary: Loggro is seeking a Customer Success and CRM Manager to lead the Customer Success team and serve as the functional and technical owner of HubSpot, with a focus on renewals, retention, and expansion. Key Highlights: 1. Lead the Customer Success team and own HubSpot. 2. Operate and evolve the AI-powered Customer Success model. 3. Be part of a growing company with professional development opportunities. Loggro is a 100% Colombian company with over 30 years of experience developing enterprise solutions. We are regional leaders in ERP-type administrative software and solutions for small, medium, and large enterprises. We are seeking a Customer Success and CRM Manager to lead the Customer Success team (renewals, retention, and expansion of the installed base) and serve as the functional and technical owner of HubSpot. Responsibilities: Lead the Customer Success team — including analysts and account managers — across its three pillars: renewals, proactive retention, and expansion. Operate and evolve the Customer Success model: Health Score, portfolio segmentation, proactive rescue initiatives, and the 0–90-day adoption journey. Govern HubSpot end-to-end: object architecture, workflows, properties, integrations, automations, and reporting. Technically lead the ongoing HubSpot re-implementation alongside the BI and Automation teams. Connect HubSpot with the company’s data stack to deliver a real-time, 360-degree customer view. Integrate applied AI into Customer Success and CRM processes: automated classification, churn risk prediction, contact agents, quality audits, and other real-world use cases. Develop operational documentation and train CRM end-user departments. Operate and report against defined targets for churn, retention, and expansion. Non-negotiable Requirements: Expert, verifiable proficiency with HubSpot: complex workflows, custom objects, automations, API integrations, and multi-object reporting. Quantifiable track record of impact on churn, retention, or expansion. Demonstrable leadership potential: sound judgment, decision-making ability, communication skills, and capacity to handle difficult conversations. Prior experience leading teams is advantageous but not mandatory if concrete evidence of leadership aptitude and relevant case examples exists. Documentation-oriented culture. Clear communication with executive leadership and operational departments. Desirable: Prior experience leading Customer Success, Retention, or Account teams in B2B SaaS. Current HubSpot certifications. Previous experience with customer service platforms (e.g., Intercom, Zendesk, or similar). Familiarity with SQL, REST APIs, or integration tools. Experience applying AI to operational processes (beyond casual ChatGPT usage). Experience in multi-product SaaS environments. What We Offer: Join a growing company driving digital transformation. A culture rooted in leadership, collaboration, and continuous learning. Genuine opportunities for professional development. Remote work benefit. Participation in projects with direct impact on our customers. By applying to this position, you permanently authorize LOGGRO S.A.S. to process your personal data. -Requirements- Minimum Education: University / Technical Degree Years of Experience Languages: Spanish Keywords: leader, head, manager, director, chief, lead, leadership, regent, customer, client, management, clients