Client Success & Expansion Manager – Account Growth (Remote)

About the role

Valatam is seeking a results‑driven Client Success & Expansion Manager to lead its Account Management team, protect existing client revenue and drive growth across its active client base. This is a 100% remote, full‑time position reporting to the COO.

Key responsibilities

• Set retention and expansion targets, conduct weekly performance reviews, coach client calls and hire/onboard Account Managers.
• Monitor account health, create retention plans for at‑risk clients and lead critical escalation conversations to reduce lost MRR.
• Identify additional staffing needs, maintain an expansion pipeline and coach managers through proposals and upsell closures.
• Optimize onboarding check‑ins, establish review cadences, collect testimonials and partner with Marketing on client success stories.
• Document and enforce workflows in HubSpot, streamline handovers and ensure 100% compliance with response deadlines.
• Track scorecards on lost MRR, retention, upsells and client health; submit forecasts and revenue loss analyses to leadership.

Required profile

• Fluent English and Spanish (C1‑C2 level).
• Proven B2B Customer Success or Account Management leadership experience, preferably managing remote teams.
• Strong expertise in retention, churn prevention and B2B upselling.
• Experience in BPO, nearshore staffing or virtual assistant services is a plus.
• Dedicated quiet home office with stable high‑speed internet (≥10 Mbps down / 2 Mbps up).

Required skills

• Advanced proficiency in HubSpot CRM.

What we offer

• Base salary commensurate with experience plus performance‑based incentives.
• Paid time off, performance bonuses and a monthly medical insurance stipend after eligibility.
• Birthday and work‑anniversary bonuses, gym and wellness allowance, unlimited online fitness classes.
• Company events and Christmas celebrations.