Customer Success Manager

About Transform

Transform is the AI-native platform for managing and orchestrating change across complex enterprise systems landscapes. We empower consultants and companies with superpowers - capturing and organizing knowledge, turning it into actionable artifacts and work plans, and accelerating project delivery to radically simplify how organizations manage change. We're a well-funded startup led by a successful repeat founder and backed by top investors. With an ambitious vision, an experienced North American founding team, and a growing global footprint. Our Bogotá hub will be a cornerstone of our future, and we're building something extraordinary from day one.

The Role

We're hiring a Customer Success Manager to join us in ensuring our enterprise clients achieve transformational outcomes with our AI-driven platform. You'll work at the intersection of technology, consulting, and business transformation to drive customer adoption, retention, and growth. This role encompasses strategic account management, technical enablement, and building lasting partnerships with Fortune 500 companies and global consultancies. You'll collaborate closely with product, engineering, and sales teams to ensure customers realize the full value of Transform while providing critical feedback to shape our product roadmap. You will report into our Head of Product and CX and work closely with all of founders. This role will initially be very hands-on, working directly with our beta cohort of customers as the founding dedicated customer success team member.

What You'll Do

• Own the full customer journey from initial sale through onboarding, implementation, support, expansion, and renewal to ensure rapid-response support and high CSAT
• Drive product adoption and help customers achieve measurable business outcomes
• Lead strategic business reviews and co-develop success plans with enterprise stakeholders
• Build and maintain trusted relationships with executive sponsors and key stakeholders
• Provide technical enablement and best practices training to customer teams
• Identify and collaborate on expansion opportunities to grow strategic accounts
• Gather and synthesize customer feedback to influence product direction
• Monitor customer health metrics and proactively address risks and opportunities
• Design and lead implementation processes and customer meetings, creating tools, artifacts, and scalable success playbooks from scratch
• Support the design of self-service, automated, and agent-led onboarding experiences for small businesses, and lead thoughtful, change-oriented success programs for enterprise customers
• Serve as the founding member of the Customer Success team, working hands-on with our beta cohort to refine our customer experience while building strong, trusted relationships
• Report to the Head of Product & CX and collaborate closely with the founding team to shape the role, strategy, and impact of Customer Success
• Collaborate with leadership to design, construct, and continuously improve the onboarding experience and broader customer success strategy

What We're Looking For

• 4+ years of experience in ERP implementation consulting, with a strong focus on NetSuite, enabling you to deeply understand the challenges of enterprise system transformations