Customer Success Manager II

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

📋 Description

• Act as the main point of contact for top-tier global customers and partners assigned to you.

• Conduct regular check-ins with customers and review dashboards/reports.

• Present Quarterly Business Review sessions and facilitate actionable follow-ups.

• Oversee compliance with contractual commitments and Service Level Agreements.

• Monitor renewal processes, collect strategic feedback from customers, and suggest upsell opportunities.

• Provide ongoing assessments of customer and partner account health.

• Escalate unresolved Customer Care issues and work collaboratively across departments for resolutions.

• Develop and manage action plans to address quality trends and update customers on progress.

• Coordinate and present Root Cause Analyses for Severity Level 1 issues and recurring quality trends.

• Identify accounts to be included in Customer Dashboards, Quality Reports, and Product Usage Reports.

• Discuss KPIs with customers and partners.

• Manage metadata setup for new licensing and partnership agreements.

• Supervise customer communications and deliveries for limited-release products.

• Create Product Inquiry tickets and ensure internal consistency and timely customer responses.

• Assist customers through product retirements, feature integrations, and alternative solutions.

• Develop and maintain tailored playbooks for customers and partners.

⛳️ Requirements

• A minimum of 3 years of experience in account management or customer success.

• Demonstrated success in fostering customer satisfaction and building strong relationships.

• Exceptional written and verbal communication skills in English.

• Fluency in Spanish or Portuguese, both written and verbal, is required for specific LatAm and Brazil regions.

• Availability to work daytime hours that align with the customer region assigned.

• Willingness to travel to customer locations or trade shows when necessary.

• Strong analytical skills with the ability to translate usage metrics into actionable customer insights.

• Proven ability to resolve complex problems using win-win solutions.

• Strong presentation capabilities.

• Excellent attention to detail and strong documentation practices.

• Capacity to manage multiple priorities efficiently in a fast-paced, dynamic product environment.

• Proficient in Google Suite and Microsoft Office Suite.

• Previous experience in identifying upsell potential and recommending strategic product solutions is advantageous.

🏝️ Benefits

• Availability for remote work.

• Commitment to equal opportunity and an inclusive workplace.

• Work hours aligned with the assigned customer region.

• Flexibility to travel to customer sites or trade shows as required.