Customer Success Specialist

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

📋 Description

• Manage account transitions from Sales by reviewing client histories, objectives, and challenges.

• Conduct initial client meetings to establish role profiles, set expectations, and formulate 30/60/90-day plans.

• Collaborate with Talent Acquisition to ensure candidate searches align with client specifications.

• Assist clients in hiring decisions by presenting candidates and clarifying their suitability.

• Offer onboarding assistance and mentor assistants during their initial adjustment period.

• Facilitate structured follow-ups at 30, 60, and 90 days with clients and assistants.

• Monitor onboarding success using metrics such as delegation percentage, hours reclaimed, and customer satisfaction scores.

• Maintain regular check-ins across the assigned portfolio of clients.

• Identify and address issues, obstacles, and misalignments proactively to prevent escalation.

• Keep track of account health scores and report any at-risk accounts to the Head of Customer Success.

• Record relationship updates, decisions, and upcoming actions in the CRM.

• Identify signs of dissatisfaction or disengagement, support performance improvement interventions, and assist with replacements.

• Conduct exit interviews and monitor churn rates, activation milestones, and recovery outcomes for accounts.

• Spot opportunities for expansion, collaborate with Sales, propose additional assistants, and gather testimonials and referrals.

⛳️ Requirements

• At least 2 years of experience as a Virtual Assistant or Executive Assistant.

• Demonstrated experience in managing long-term client relationships and sustaining trust over time.

• Exceptional verbal and written communication skills for client interactions.

• Experience in coaching or supporting assistants, junior team members, or direct reports.

• Capability to handle multiple accounts while prioritizing based on risk and opportunity.

• Experience in advising, coaching, or consulting clients.

• Familiarity with reporting, dashboards, and tracking account health metrics.

• Proficient in using Notion, CRMs, or customer success platforms.

• Comfortable utilizing AI tools to enhance efficiency without compromising relationship quality.

• High emotional intelligence with the ability to handle challenging conversations sensitively.

• Must possess a personal webcam, microphone, and computer.

• Excellent proficiency in English, both verbal and written (C2 on the CEFR Scale).

• Access to a quiet home workspace with stable internet of at least 100 Mbps.

• Preferred: Experience in Customer Success.

• Preferred: Experience working with U.S.-based clients or remote-first teams.

• Preferred: Background in training or coaching assistants or junior staff.

• Preferred: Experience in startup or high-growth environments.

• Preferred: Basic knowledge of talent acquisition, onboarding, or HR processes.

🏝️ Benefits

• Performance bonuses of up to Q1,500 based on KPI achievement.

• Client expansions yielding $400 per closed deal, payable 30 days after the role commences.

• Provision of relevant software and subscriptions.

• Opportunities for salary increases or promotions; the posting highlights that no team member has gone longer than 12 months without a raise or promotion.