Customer Success Manager

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

📋 Description

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

• Interact with the highest-risk customer segment to enhance product adoption, deliver value, and reduce churn risks.

• Cultivate brand ambassadors and identify opportunities for expansion to drive growth.

• Offer insights to cross-functional teams to shape product and customer journey enhancements.

• Provide an exceptional customer experience in partnership with Launch and Support teams.

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

• Promote customer retention by minimizing churn and boosting satisfaction.

• Refine health metrics to scale customer success across the entire customer base.

• Identify and pursue growth opportunities to broaden the reach of Owner.com.

• Success is evaluated based on revenue retention and customer engagement metrics.

⛳️ Requirements

• Minimum of 2 years of experience in a Customer Success or Account Management position.

• Proven record of success in account management or full-cycle sales, showcasing a history of achieving results.

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

• Experience in B2B2C, preferably in the food/hospitality and technology sectors.

• Knowledge of industry trends and competitive dynamics.

• Dedication to personal growth and ongoing development.

• Full proficiency in English: reading, writing, and speaking.

• Prior experience in a restaurant setting is advantageous.

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

• Capacity to manage a high volume of daily calls and meetings while effectively organizing time.

• Competence in objection handling and de-escalating difficult conversations.

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

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

• Strategic mindset and capability to engage in challenging discussions to influence customers.

• Proficiency in prioritizing a pipeline and addressing accounts at risk of churn early on.

• Solution-oriented with a big-picture outlook.

• Resilience, adaptability, and the ability to navigate uncertainty.

• Confidence in working with English-speaking customers.

• Must reside in Mexico.

🏝️ Benefits

• Comprehensive health coverage.

• Remote-first work environment.

• Unlimited PTO.

• Additional fun perks.