Customer Success Manager
Album VC is a venture capital firm that invests in early-stage technology startups, with a portfolio spanning 2014 to 2026. It backs SaaS and enterprise software companies across sectors such as analytics, legal tech, fintech, HR, and consumer products.
About Album VC
Album VC is an early-stage technology venture capital firm with a long track record dating back to 2014. Its portfolio includes dozens of companies such as Filevine, Podium, Limble CMMS, Weave, TaxBit, Owlet, SalesRabbit, ObservePoint, and many others spanning enterprise software, SaaS, fintech, legal tech, and consumer technology. The firm's team includes partners Diogo Myrrha, John Mayfield, and Sid Krommenhoek, along with Wilson Sivertson in finance. Album VC supports its portfolio companies' growth, including hosting a shared jobs board where its portfolio companies list open roles across engineering, sales, and operations functions.
Skills
About the Role
You will own the health, retention, and growth of a portfolio of small business customers. You'll proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realize measurable value from the platform. This is a high-volume, revenue-impacting role where you're directly responsible for renewals, churn mitigation, and account growth. You'll act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals.
Requirements
- 3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or similar Customer-Facing roles (SaaS preferred)
- Strong commercial mindset with comfort discussing different commercial terms
- Great job stability is required
- Excellent written and spoken English
- Strong communication skills with the ability to influence and build trust with small business owners
- Analytical mindset with the ability to interpret usage data and identify risk signals
- Ability to work onsite in Guatemala City (Zone 10) office, Monday–Friday
Responsibilities
- Manage and act as the main point of contact for a high-volume portfolio (100+ clients)
- Own customer renewals and be directly responsible for retention performance
- Identify and drive upsell opportunities within your portfolio
- Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk
- Educate customers on best practices to increase product adoption and ROI
- Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience
- Maintain accurate CRM documentation and forecast renewal and expansion opportunities
Benefits
- Law Benefit
- Health and Life Insurance
- Free parking
- Equipment provided
- 13 days of paid holidays