Customer Success Lead

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

📋 Description

• Manage customer relationships by establishing trust, comprehending customer objectives, and assisting customers in deriving significant value from the product.

• Proactively recognize customer risks, challenges in adoption, and opportunities to enhance product utilization.

• Address customer inquiries and issues that necessitate context, coordination, or investigation in a hands-on manner.

• Oversee high-priority or sensitive customer escalations until they are resolved.

• Replicate technical issues, collect pertinent information, analyze system behavior, and help identify root causes.

• Convert customer-reported issues into clear, actionable technical information for engineering teams.

• Articulate technical challenges to customers in an easily understandable manner.

• Collaborate with engineering, product, sales, and other customer-facing teams.

• Detect recurring issues, product deficiencies, and improvement prospects through support tickets, escalations, and customer interactions.

• Enhance support, escalation management, onboarding, communication, documentation, and customer follow-up processes.

• Advocate for customer feedback during product and engineering discussions.

• Maintain clear and consistent communication during incidents and set appropriate expectations with customers and internal stakeholders.

• Establish best practices and assist in scaling customer support, communication, and retention efforts.

⛳️ Requirements

• Over 6 years of experience in customer success, technical account management, customer support, solutions engineering, implementation, or a similar customer-facing position.

• Experience in a B2B SaaS or technological environment.

• Bonus: experience in Healthcare SaaS.

• Proven track record of fostering trusted relationships with customers.

• Exceptional written and verbal communication skills in English.

• Strong interpersonal abilities and the capacity to work effectively with diverse personalities, from end users to executives to engineers.

• Experience managing customer escalations and high-pressure situations with empathy, urgency, and sound judgment.

• Ability to take charge of ambiguous challenges and guide them to resolution.

• Strong technical curiosity and proficiency in troubleshooting software issues.

• Understanding of concepts such as APIs, integrations, authentication, application logs, data flows, and fundamental system architecture.

• Experience in reproducing customer issues and gathering sufficient technical context to assist engineering in diagnosing problems.

• Ability to differentiate between symptoms and underlying root causes instead of merely forwarding issues to engineering.

• Strong organizational skills with the ability to manage multiple customers, issues, and priorities at once.

• Good judgment regarding when to resolve an issue directly, when to escalate, and how to communicate throughout the process.

• A collaborative attitude and readiness to assist wherever the customer experience requires improvement.

• Comfortable with debugging and configuring application and computer-level settings.

• Ability to interpret basic event logs or error messages.

• Capable of investigating integrations and data flows between systems.

• Able to execute basic queries in analytics tools when appropriate.

• Proficient in reproducing bugs and documenting clear reproduction steps.

• Sufficient understanding of architecture to identify potential problem areas.

• Able to work closely with engineers during debugging and incident response.

• Bonus: experience using browser developer tools to analyze issues.

• Excellent communication skills in English.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive company culture.