Success Manager

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly and grow together. Today, we serve over 3.6 million customers and partner with more than 55,000 merchants, making Addi Colombia’s fastest-growing marketplace. With a state-of-the-art, technology-first approach, we provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing), bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.   But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading. 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. - Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner - Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it. - Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it. - Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth. HOW THE HIRING PROCESS LOOKS LIKE We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like: - 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 We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.