Customer Success Manager – Enterprise, EC

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

📋 Description

• Comprehensive Ownership: Manage the complete customer journey; from onboarding and technical integration to renewals and growth, ensuring clients meet their business objectives.

• NDR Advancement: Enhance Net Dollar Retention (NDR) within your portfolio by spotting opportunities for usage expansion and spearheading growth initiatives.

• Customer Representation: Serve as the voice of the customer within the organization, collaborating with Product and Engineering to prioritize features that address real-world lending challenges.

• Strategic Analysis: Leverage data and analytical thinking to foresee risks, discern patterns in customer behavior, and shape long-term strategy.

• Collaborative Engagement: Work alongside Sales to navigate complex deals and with Delivery to guarantee the smooth integration of our Rails of Lending (RoL) platform.

• Relationship Development: Cultivate strong, trust-based relationships with C-level executives through personalized engagement and in-person meetings with key partners across Latin America.

• Process Enhancement: Assist in developing the "playbook" for the Customer Success function, refining standards and procedures as the organization expands.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, or Consulting, preferably within Enterprise SaaS or Fintech sectors.

• Technical Proficiency: Capability to comprehend API-based products and lending infrastructure; familiarity with HubSpot is a significant advantage.

• Bilingual Skills: Fluent in both Spanish and English; high-level communication skills are essential for navigating the LatAm market.

• Ownership Attitude: You take complete accountability for your metrics, act swiftly, and address challenges proactively without waiting for guidance.

• Metrics-Oriented Mindset: You are familiar with your key performance indicators (Churn, NDR, Adoption) and utilize them to inform every decision.

• Problem-Solving Resilience: You excel at transforming "signal" into "insight" and then "action" in high-pressure, fast-paced situations.

• Travel Flexibility: Willingness to travel occasionally across Latin America to engage with key clients face-to-face.

🏝️ Benefits

• Base Salary: $3,500 - $6,000 USD per month, depending on experience.

• Employee Stock Ownership Plan (ESOP): All employees are eligible from the first day of employment.

• Unlimited PTO: We promote taking at least 3-4 weeks off annually to support a healthy work-life balance.

• Performance Bonus: Based on the achievement of agreed-upon KPIs.

• Remote Work: Fully remote organization. Employees are required to work within the Americas timezone.