Client Success Manager, Spanish Speaking

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

📋 Description

• Take ownership of the Reactive book.

• Act as the main post-sale contact; create success plans aligned with each client's business objectives.

• Manage renewals from start to finish; assess risks and opportunities; implement playbooks to safeguard MRR and enhance NRR.

• Identify and secure low-complexity expansions (e.g., additional environments, users, modules) within established commercial guidelines.

• Conduct scaled engagements (regular check-ins, QBRs) featuring polished executive-ready narratives of value, ROI, and future plans.

• Coordinate incident and ticket management with Platform Support; oversee backlogs in JIRA/Freshdesk; clearly communicate status and root causes.

• Exhibit a strong technical understanding to interpret detailed Jira tickets and Freshdesk inquiries, aiding effective issue triage and improved client results.

• Ensure impeccable CRM maintenance (e.g., Salesforce) and health scoring.

• Collaborate across Strategic accounts.

• Work together with Strategic Account Managers to synchronize success plans with account strategies and agreed-upon value metrics.

• Provide adoption analytics, identify risk indicators, and propose expansion ideas; co-present during QBRs.

• Amplify the voice of the customer in the roadmap; convert platform capabilities into quantifiable outcomes. (SAM retains commercial oversight.)

• Enablement and ongoing enhancement.

• Convert client feedback into repeatable strategies, knowledge base content, and product necessities.

• Participate in cross-functional incident reviews and process enhancements to boost NPS and reduce time-to-resolution.

• Mentor colleagues on insurance workflows and INSTANDA best practices.

⛳️ Requirements

• 4 to 7+ years in post-sale positions (Customer Success, Account Management, Technical Account Management, Engagement/Delivery) within B2B SaaS and/or the insurance sector (carrier, MGA, or vendor).

• Proficient in both Spanish and English (spoken and written).

• Capability to communicate confidently with Spanish-speaking clients.

• Familiarity with insurance workflows (e.g., rating, underwriting, policy administration, endorsements, claims, billing) and how stakeholders (Product, UW, Ops, Distribution, IT) assess value.

• Strong commercial insight: renewal negotiations, objection handling, and expansion assessments.

• Comfortable working at the ticket level (triage, prioritization) while also articulating executive value and ROI narratives.

• Proven ability to comprehend technical subtleties in Jira tickets and Freshdesk cases, with sufficient technical depth to accurately interpret issues, support clients efficiently, and engage confidently with engineering teams.

• Analytical and structured communicator; possesses executive presence; outcome-oriented mindset.

• Familiarity with JIRA, FreshDesk, Outlook, Teams, Slack, or Confluence is recommended.

• Nice to have: experience with low/no-code platforms and APIs.

🏝️ Benefits

• Salary range: up to USD 75,000 / up to CAD 95,000.

• Generous 28 vacation days, plus 10 US holidays annually.

• One Dynamic Day per month in addition to your holiday allowance to engage in personal activities or catch up on life admin.

• Freedom Pass allows you to work from anywhere for up to 4 weeks each year.

• FlexiBank lets you choose when to utilize your public holiday allocation.

• We provide a comprehensive benefits package, including Healthcare, Vision, Dental, STD/LTD, Group Life, and several additional benefits.

• INSTANDA offers a 401(k)/ RRSP plan and matches employee contributions up to 3% of salary.

• All employees participate in the company discretionary bonus program.

• Access to an Employee Assistance Program.

• Annual learning and development allowance of USD/CAD$1,250.

• Complimentary access to the Microsoft ESI learning platform.