Digital Customer Success Manager - 11601
Hybrid · Bogotá, Bogota D.C., Colombia
Job Summary
Digital Customer Success Manager at Coupa will manage a large portfolio of customers in a shared environment, resolve inbound inquiries through targeted 1-on-1 engagements, analyze questions to identify knowledge gaps and proactively author new self-service content, and translate complex concepts into easily digestible guidance. You will collaborate with internal teams (Sales, Support, Professional Services) to route complex issues and optimize the customer experience. Bring practitioner-level knowledge of Coupa BSM, 3–4 years in CS/SaaS, English (C1) required and Portuguese (C1) strongly preferred. Strong written/verbal communication, time-management to handle high-volume queues, and experience with CS platforms, CRMs, or ticketing systems, plus familiarity with workflow automation and AI tools (e.g., Gemini) to create content.
Required Qualifications
- Practitioner-level knowledge of Coupa Business Spend Management (BSM) software
- 3–4 years of experience in Customer Success, Support, or SaaS consulting
- Professional proficiency in English (C1 level or higher) is required
- Professional proficiency in Portuguese (C1 level or higher) is strongly preferred
- Exceptional communication skills
- Experience with CS platforms, CRMs, or ticketing systems
- Experience utilizing both general workflow automation and modern generative AI tools (like Gemini) to streamline processes, improve efficiency, and create content
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