Customer Success Manager, Spanish Speaking

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Facilitate customer onboarding and ensure effective platform implementation, serving as the intermediary between clients and the engineering team.

• Oversee ticketing-system integrations and workflows, while establishing streamlined work processes.

• Spearhead intricate technical onboarding processes that include API integrations, system architecture, and data migrations.

• Address escalated issues as the main technical point of contact and collaborate with engineering teams to rectify bugs.

• Provide guidance on security measures, authentication protocols, and best practices for infrastructure scaling.

• Analyze usage data to enhance platform efficiency and pinpoint features that are not being fully utilized.

• Convert technical documentation into easily understandable training materials for non-technical staff.

• Perform business review health assessments to align product efficacy with client objectives.

• Track customer health to mitigate churn and uncover growth possibilities.

• Foster account growth by identifying expansion opportunities and securing renewals by showcasing return on investment (ROI).

• Transform customer insights into organized product feature requests.

⛳️ Requirements

• 3–5 years of experience as a Customer Success Manager, particularly in onboarding enterprise clients.

• Proven track record in managing post-sales relationships within the SaaS sector.

• Familiarity with startup environments.

• Experience in handling technical integrations with ticketing systems.

• Proficiency with CRM platforms such as Salesforce or HubSpot.

• Knowledge of workflow automation tools.

• Experience utilizing AI tools, including prompt engineering and AI-based integrations.

• Competence in project scoping and structured implementation methodologies.

• Ability to create onboarding playbooks that outline clear work processes and workflows.

• Experience in managing senior stakeholders and connecting customers with engineering teams.

• Skill in coordinating efforts among engineering, support, and product teams.

• Availability during CET business hours.

• Flexibility to assist enterprise customers across various time zones.

• A Bachelor's degree in business, communications, computer science, or a related discipline is advantageous.

• Experience in enterprise SaaS, AI customer experience, or support operations is a bonus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and the option to work remotely.

• A supportive and inclusive work environment.

• Health and wellness benefits.