Customer Success Manager

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

📋 Description

• Oversee a diverse and dynamic portfolio of more than 120 customers throughout all phases of the customer lifecycle.

• Interact with the most vulnerable customer segment to optimize product adoption, deliver value, and reduce churn risks.

• Cultivate brand ambassadors and identify growth opportunities to facilitate expansion.

• Provide insights to cross-functional teams to influence the development of the product and customer services.

• Ensure an exceptional customer experience in collaboration with Launch and Support teams.

• Assist customers in enhancing ROI through tailored, strategic advice and solutions.

• Promote customer retention by minimizing churn and improving satisfaction levels.

• Enhance health metrics and scale customer success initiatives across the entire customer base.

• Identify and drive growth prospects to broaden Owner.com’s reach.

• Sustain a high volume of daily customer interactions, including calls and meetings.

⛳️ Requirements

• A minimum of 2 years' experience in a Customer Success or Account Management position.

• Demonstrated success in account management or full-cycle sales, with a proven history of achieving results.

• Familiarity with Customer Success tools such as Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase.

• Experience in B2B2C environments, particularly within the food/hospitality and technology sectors.

• Dedication to personal development and continuous learning.

• Proficient in English: reading, writing, and speaking.

• Bonus: Experience in a restaurant setting, providing additional insight into the role.

• A proactive mindset, adaptability, curiosity, and strong interpersonal abilities.

• Capability to maintain a high volume of daily calls and meetings while managing time efficiently.

• Strong skills in objection handling and de-escalating difficult conversations.

• Ability to swiftly switch contexts to meet varied customer needs.

• Skill in interpreting and utilizing data to enhance customer interactions and strategic choices.

• Strategic mindset with the capacity to engage in challenging discussions to influence customers.

• Aptitude for prioritizing a pipeline and proactively addressing accounts at risk of churn.

• Solution-focused with a comprehensive perspective.

• Resilience, adaptability, and capability to navigate uncertainty.

🏝️ Benefits

• Comprehensive health coverage.

• Remote-first work environment.

• Unlimited PTO.

• Additional fun perks.