Success Manager

What’s the mission you’ll drive

Act as a strategic advisor and growth partner to our most important merchants—maximizing lifetime value, driving product adoption, and unlocking expansion opportunities. The Success Manager leads a portfolio of high-impact partners, ensuring tangible commercial outcomes, operational excellence, and long-term retention. This role also plays a critical part in shaping Addi’s product roadmap and go-to-market strategy, bringing structured insights from the field directly into the heart of the business.

What you will do

• Lead and Strengthen the Key Accounts Team

  • Lead Addi's commercial team (+15 people), ensuring alignment with business goals and fostering talent development.

  • Own the commercial relationship with Addi's top Key Accounts, driving strategic growth and long-term partnerships.

  • Design and implement a performance management process for the team, with clear KPIs and regular performance tracking.

  • Build a culture of commercial excellence, focused on results, accountability, and continuous improvement.

  Increase Share of Wallet (SoW) of the KAs during 2025:

  • Design and implement account plans by brand with monthly actions and coordinated WoW cadence between Sales and Marketing.

  • Lead mandatory Monthly Business Reviews (MBRs) with each brand’s Commercial Lead

  • Deliver high-impact commercial pitches with sales performance, marketing strategy, and growth plans

  • Build automated weekly performance reports for partners

  • Drive execution of the Marketing Machine GTM, including PACs, trade marketing initiatives, and Vendor Vault rollout.

  Merchant growth and activation

  • Achieve ≥ 90% activation rate for newly onboarded merchants within the first 30 days of launch.

  • Drive ≥ 20% quarter-over-quarter GMV growth across the managed portfolio through tailored enablement strategies.

  • Deliver custom success plans for 100% of high-potential merchants, mapped to vertical-specific growth drivers.

What we’re looking for

• Pior background in:

  • 6+ years of experience in Customer Success, Account Management, Sales, or Strategy roles.

  • Proven track record managing B2B client portfolios and delivering commercial impact.

  • Experience in fintech, SaaS, payments, retail tech, or e-commerce platforms is strongly preferred.

  • Knowledge of digital checkout flows, embedded finance, or merchant onboarding is a plus.

  Communication and relationship management

  • Able to influence and guide decision-makers at varying merchant maturity levels.

  • Active listener who captures merchant sentiment and translates it into action.

  • Communicates clearly across functions and levels, both internally and externally.

  Customer-centric problem solving

  • Uses data and insights to understand merchant performance and blockers.

  • Identifies bottlenecks in the success journey and leads cross-team improvement efforts.

  • Balances short-term needs with long-term strategic success.

  • Builds frameworks and processes that improve team efficiency and merchant consistency.

  Data oriented decision making

  • Comfortable navigating tools like Salesforce, Looker, PowerBI or CRM platforms to generate insights.

  • Strong grasp and use of key merchant metrics (e.g., GMV, activation, repayment, NPS) to forecast merchant health and risk (GMV trajectory, usage KPIs, ticket resolution trends).

  • Develops dashboards and reporting cadences to drive visibility and accountability.

  Ownership and results orientation

  • Demonstrates accountability for merchant outcomes.

  • Proactively seeks feedback and self-evaluates performance.

  • Sets and pursues ambitious goals aligned with Sales team targets and Addi’s mission.

Why join us?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.

• Step 1: People Interview (30 min)
  A conversation with a recruiter to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role.

• Step 2: Initial Interview (45 min)
  A more in-depth conversation with the hiring manager, where we explore your skills, experience, and problem-solving approach. We want to understand how you think and work.

• Step 3: Deep Dive Interview (30 min)
  You'll meet future colleagues and cross-functional team members to get a feel for how we work together. We’re looking for strong contributors and cultural fits, so bring your questions, too!

• Step 4: Case Study (3-5 Days)
  You may receive a real-world challenge or case study to complete. This is a chance to showcase your expertise and how you approach key problems relevant to the role.

• Step 5: Co-Founder Interview
  If there’s a strong match, you’ll have a final conversation with our Founder to align on expectations, cultural fit and ensure