Customer Success Manager

This is a fully remote position, open to applicants in Mexico, +5 more countries.

📋 Description

• Act as the primary liaison for a portfolio of direct-to-consumer ecommerce brands.

• Manage the onboarding process, which includes kickoff calls, implementation handoffs, training sessions, and securing an early visible success.

• Conduct regular account check-ins and foster trusted relationships with customers.

• Analyze site performance and usage metrics, linking them to conversion rates, bounce rates, and revenue.

• Identify accounts that show signs of potential churn.

• Develop and deliver account reviews, performance reports, and dashboards.

• Address customer inquiries during live review sessions.

• Examine bot-related issues utilizing available data and escalate caching or other technical website problems to the engineering team.

• Keep CRM deal stages, notes, next steps, and account health up to date.

• Transform cross-account trends into prioritized insights for the product team.

• Compose follow-up emails, status updates, internal notes, and chat conversations.

• Occasionally assist the sales team by conducting discovery calls.

⛳️ Requirements

• A minimum of 2 years in a customer-facing role within a software company, encompassing customer success, account management, onboarding, or support.

• Exceptional written and verbal English communication skills.

• Strong proficiency in spreadsheets and the ability to critically analyze dashboards and evaluate account health through numerical data.

• Basic SQL knowledge is advantageous; a willingness to learn it quickly is essential.

• Daily utilization of Claude or a similar AI tool for drafting, analysis, prototyping, and automation, with the capacity to validate its outputs.

• A proactive approach to building and creating necessary tools or processes.

• Self-motivated and adept at working asynchronously and remotely.

• Availability to work fixed US Eastern business hours and remain reachable into the evening.

• Experience with direct-to-consumer (DTC) or ecommerce brands is preferred.

• Familiarity with the Shopify platform is a plus.

• Experience with HubSpot or another CRM, Slack, and Notion is preferred.

• Technical understanding of APIs, web fundamentals, analytics tools, and page speed metrics is preferred.

• Experience in developing and launching an internal tool or automation is a bonus.

• An English-language CV is required.

🏝️ Benefits

• Full-time independent contractor position, compensated monthly in USD.

• 15 days of paid time off (PTO), with a possibility of transitioning to unlimited PTO in the future.

• Fully remote working arrangement.

• Fixed working hours from 8:00 AM to 6:00 PM Eastern Time, Monday through Friday.

• Availability to respond to customer messages as late as 8:00 PM ET.