Customer Success Manager

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

📋 Description

• Strategically oversee and cultivate enterprise accounts to foster account growth and enhance service utilization.

• Create customized account plans that align with client objectives, ROI metrics, and the capabilities of Visit.org.

• Facilitate or lead client off-site meetings to gain deeper insights into needs, collaboratively generate value, and reinforce strategic partnerships.

• Direct and manage key client initiatives and strategic programs effectively.

• Coordinate cross-functional teams, timelines, and deliverables to ensure high-quality business and social impact results.

• Assist the Sales team with client renewals and negotiation processes.

• Achieve high retention rates while minimizing churn in enterprise accounts.

• Provide advisory support to executive stakeholders on social impact and partnership strategies.

• Establish relationships with decision-makers, economic buyers, influencers, and advocates.

• Act as a product and program authority, linking Visit.org capabilities to client goals.

• Manage account reporting, including impact and utilization metrics, executive business reviews, and end-of-program summaries.

• Extract and analyze account data to communicate progress against client objectives and partnership risks.

• Identify and address issues within enterprise accounts to ensure client satisfaction and service delivery.

• Relay insights about enterprise client needs and opportunities to Supply, Content, Product, Marketing, and Sales teams.

• Champion necessary product modifications requested by enterprise clients.

• Spearhead cross-functional improvement projects, development of best practices, and scalable operational procedures.

⛳️ Requirements

• Minimum of 4 years of experience in Customer Success, Account Management, Sales, Partnerships, or a similar client-facing, quota-driven role.

• Proven experience in a fast-paced startup environment, particularly in enterprise SaaS.

• Ability to demonstrate value through customer narratives, data, and unique insights effectively.

• Exceptional organizational skills with the capacity to create order in ambiguous circumstances.

• Detail-oriented while also being able to pursue overarching objectives.

• Quick learner with the ability to understand various processes and systems.

• Outstanding written, verbal, and presentation communication skills, along with strong interpersonal abilities.

• Proficient in building relationships and communicating effectively across different departments.

• Familiarity with HubSpot, Gong, Slack, Monday.com, and other sales management and internal communication tools.

• Genuine motivation to meet client needs.

• Passion for the mission and a desire to create an impact through technology.

• Comfort in extracting, analyzing, and visualizing account data.

• Capability to independently develop utilization views or EBR narratives.

• Experience collaborating with internal teams without direct authority.

• Proven track record of leading improvement projects beyond individual accounts.

• Experience in managing relationships with multiple stakeholders within an account.

🏝️ Benefits

• Unlimited PTO.

• Holidays off.

• Birthday off.

• Unlimited Social Impact Time Off (SITO).

• Company-wide annual paid holiday break between Christmas and New Year’s Eve.

• Competitive salary.

• Mission-aligned company events and volunteering opportunities.

• Inclusive and dynamic startup culture.

• Accelerated career and personal growth.

• Culture Club and additional perks.