Customer Success Manager, Bilingual – Spanish/English

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

📋 Description

• Assist enterprise clients throughout the late-stage sales process, ensuring successful rollout, adoption, expansion, and continuous optimization.

• Convert client safety and operational objectives into quantifiable outcomes on the platform.

• Oversee a portfolio consisting of 8–12 enterprise accounts, generating approximately $1.5–$3M+ in Annual Recurring Revenue (ARR).

• Establish trusted relationships with site-level operators and executive stakeholders.

• Conduct regular business reviews that link platform usage to improvements in risk management, efficiency, scalability, and return on investment (ROI).

• Mentor clients on utilizing Protex AI to enhance safety, operations, and organizational culture.

• Create site-specific strategies for usage, platform setup, reporting, and site assessments.

• Ensure platform usage aligns with client Standard Operating Procedures (SOPs) and workflows.

• Track usage patterns, spot disengagement, and spearhead recovery initiatives.

• Raise technical or product-related issues with clear context.

• Manage rollout schedules and milestones to achieve the 45-day Time to Live goal.

• Coordinate rollouts across multiple sites and uphold accountability among stakeholders.

• Identify and address workflow issues before they escalate into obstacles.

• Participate in late-stage sales discussions and set achievable expectations.

• Collaborate with the Commercial team on pilot scopes, expansion opportunities, pipeline management, and renewals.

• Provide value narratives that support expansion efforts and contract renewals.

• Work in partnership with Sales, Account Management, Implementation, Support, Product, Marketing, and Engineering teams.

• Offer client insights during roadmap discussions.

• Facilitate research and development partnerships, as well as early access programs with strategic accounts.

⛳️ Requirements

• Minimum of 5 years in client success, account management, or program delivery within the B2B SaaS sector.

• Demonstrated success in managing enterprise accounts with quantifiable retention and expansion achievements.

• Proven ability to drive adoption and net revenue retention across a client portfolio.

• Background in Environmental Health and Safety (EHS), manufacturing, or facility operations is highly advantageous.

• Strong executive presence and effective communication skills that foster trust with clients and internal leadership.

• Proven capability to lead discovery processes, formulate strategic plans, and correlate usage with commercial outcomes.

• Ability to navigate uncertainty, manage complex multi-phase projects through to completion, and influence others without formal authority.

• Proficiency in navigating SaaS platforms and advising clients on usage strategies.

• Ability to convert technical concepts into actionable insights for both technical and non-technical stakeholders.

• Familiarity with AI, computer vision, or safety technology is a plus.

• Bilingual in Spanish and English.

🏝️ Benefits

• Up to 25% travel for client visits and company events.

• Commitment to an inclusive and equitable workplace.

• Equal opportunities provided regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.