Customer Success Analyst, Fluent Spanish

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

📋 Description

• Oversee a portfolio of clients and partners, including international operations with a primary focus on Mexico.

• Facilitate strategic follow-up meetings to ensure the successful implementation of each customer’s success plan.

• Monitor Health Scores, usage, and engagement metrics, adopting a proactive approach to customer retention.

• Recognize opportunities for upselling, cross-selling, and revenue expansion within the customer base.

• Create action plans for customers at risk and lead negotiations for renewals.

• Conduct platform demonstrations and product training sessions in Spanish.

• Tailor communications and presentation materials to fit each customer’s unique context.

• Track metrics such as churn, NRR, and MRR, identifying trends, risks, and opportunities.

• Act as Smartspace’s primary point of contact for customers and partners in Mexico.

• Contribute to the enhancement of the Ongoing playbook, customer engagement cadence, and follow-up routines.

⛳️ Requirements

• Completed Bachelor’s degree.

• Proven experience managing a customer portfolio and driving strategic Customer Success in SaaS companies.

• Fluent in Spanish, with the ability to confidently lead meetings, presentations, and training sessions.

• Proficient in reading and analyzing metrics such as MRR, churn, NRR, and Health Score.

• Experience in developing and executing customer success plans.

• Possess consultative, clear, and structured communication skills.

• Familiarity with CRM and automation tools.

• Competence in utilizing Artificial Intelligence for data analysis and productivity improvements.

• Preferred: experience with omnichannel software.

• Preferred: experience in expanding recurring revenue.

• Preferred: experience working with international customers and partners, especially in the Mexican or Latin American markets.

• Preferred: experience serving clients in the financial services, healthcare, or retail sectors.

• Preferred: experience conducting software demonstrations and training sessions for customers.

🏝️ Benefits

• Meal and Food Allowance Card + Flexible Benefits Card.

• Internal Health and Wellness Program featuring ongoing initiatives.

• Two psychologist appointments per month.

• One nutritional consultation per month.

• Up to 70% discount on medications.

• Health Insurance.

• Dental Insurance.

• Life Insurance.

• Access to Wellhub.

• Birthday Day Off.

• Corporate Education Incentive.

• Performance bonus.