Bilingual Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main point of contact for designated clients, delivering outstanding support and guidance throughout their experience with the platform.

• Manage the implementation and configuration of SaaS solutions, ensuring smooth integration with clients' current workflows.

• Cultivate and sustain a comprehensive understanding of the platform to effectively respond to client inquiries, troubleshoot problems, and provide strategic recommendations.

• Perform regular client check-ins to evaluate usage, gauge satisfaction, and uncover opportunities for engagement and optimization.

• Work collaboratively with Sales, Product, and various cross-functional teams to meet client needs and promote continuous enhancement.

• Create and present training sessions and educational resources to enable clients to fully leverage the platform's value.

• Track and report on customer satisfaction, usage trends, and renewal rates.

• Anticipate and resolve risks to client satisfaction and retention by implementing effective mitigation strategies.

⛳️ Requirements

• Over 3 years of experience in SaaS software implementation.

• Must be bilingual, with fluency in both Spanish and English, both written and spoken.

• Experience in providing support to SMB customers.

• Prior experience in early-stage startups is highly desirable.

• A background in community health or health technology is advantageous.

• Strong problem-solving abilities and a knack for effectively managing complex client issues.

• Excellent communication and interpersonal skills with a customer-focused mindset.

• Capability to work independently and juggle multiple priorities in a fast-paced setting.

• Proficient in relevant software tools and platforms, including CRM systems.

🏝️ Benefits

• A mission-driven culture that emphasizes innovation, collaboration, and growth.

• Equity: opportunity to participate in an early-stage company.

• Fully Remote.

• Unlimited PTO.

• Comprehensive health, dental, and vision insurance.

• Health and wellness stipend.

• Tech stipend.

• Co-working stipend.

• Education and professional development allowance ($1,500 annually).

• Home office setup stipend.

• 25% variable compensation target.