Customer Success Manager, Spanish Speaking

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

📋 Description

• Adoption: Spearhead the adoption of our platform across a varied client base. Gain a deep understanding of customer needs, guide them through tailored onboarding processes, and implement ongoing engagement strategies to ensure they derive maximum value from our solutions.

• Customer Retention: Cultivate robust relationships with customers and execute strategies aimed at enhancing customer retention and satisfaction.

• Client Escalation Handling: Act as the primary liaison for any significant challenges our customers encounter. You will work in coordination with relevant internal teams to guarantee a prompt and effective resolution.

• Ongoing Client Engagement: Frequently engage with clients to confirm their satisfaction with our services, comprehend new challenges they may be facing, and offer suitable support or solutions.

• Upselling and Cross-selling: Spot opportunities for customers to expand their usage of our services to facilitate their business growth. Effectively communicate the value of these opportunities.

• Customer Education: Organize webinars, create user guides, and develop other training materials to assist customers in understanding and fully leveraging our software.

• Collaboration: Collaborate closely with the sales and product teams to share customer insights, informing new business strategies and product enhancements.

• Account Management: Track and report on account health, usage, and client satisfaction metrics to provide actionable insights and recommendations.

⛳️ Requirements

• 3-5 years of experience as a Customer Success Manager with Mid Market clients in the SaaS industry.

• Capability to prioritize and manage a substantial portfolio of accounts (100-200 mid market accounts) while consistently delivering on expected engagement activities.

• Proven history of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with demonstrable expertise in risk identification, portfolio segmentation, and management of renewals.

• Established ability to forge strong relationships with customers and manage client expectations, even at scale.

• Excellent problem-solving abilities, with a talent for simplifying complex issues into clear solutions.

• Experience with Salesforce and Zendesk is advantageous.

• Native-level proficiency in both English and Spanish is essential for this role.

🏝️ Benefits

• Competitive Compensation: We provide competitive salaries based on market rates in the applicant's country.

• 100% Remote: Experience the flexibility of working from anywhere within your country of residence—whether it’s a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every position in our company comes with valuable stock options in a fast-growing and profitable organization, ensuring we all share in the company’s success.

• Values-Driven Leadership: Our Core Values are not mere words; we utilize them daily in making strategic and tactical decisions.

• Professional Growth: Our rapid expansion offers exceptional learning and development opportunities, along with numerous career advancement prospects.

• Annual Paid Leave: The specific amounts vary by country and align with country and/or contract-specific norms.

• Geographic Specific Benefits: As a global employer, we provide various country-specific benefits such as Health Insurance and Pensions in regions where these perks are customary. The specifics depend on the applicant's country.

• Dynamic Team Culture: As an international company with team members across over 40 countries, our diverse and global culture drives our innovation and creativity, serving as a crucial pillar to our success (and making it a lot of fun to work here).