Pooled Customer Success Manager

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

📋 Description

• Conduct structured outreach to a designated portfolio of clients during onboarding, adoption, and value-realization phases.

• Assist in webinars, office hours, and digital programs under the guidance of senior team members.

• Address customer inquiries and guide them to the appropriate resources, tools, and next steps.

• Monitor usage trends and customer health metrics utilizing internal tools.

• Identify risks or signs of disengagement and engage in mitigation strategies for at-risk clients.

• Acquire foundational knowledge of Bonterra's SaaS product offerings and articulate core features and workflows.

• Gather and document customer feedback for internal stakeholders.

• Ensure accurate customer records are maintained in Gainsight.

• Adhere to portfolio management and customer outreach protocols.

• Share observations on customer patterns and process-related inquiries with senior colleagues.

• Deliver prompt, professional outreach while keeping precise account health and engagement records for the assigned portfolio.

⛳️ Requirements

• A minimum of 1 year of experience in Customer Success, Account Management, customer service, or a similar client-facing position.

• Proven ability to cultivate relationships, fulfill commitments, and communicate effectively in a professional environment.

• Familiarity with CRM or customer success platforms such as Gainsight, Salesforce, or similar tools, or a willingness to learn.

• Excellent written and verbal communication skills in both English and Spanish.

• Capability to handle multiple tasks and priorities in a structured, team-supported setting.

• Currently, we are unable to consider candidates requiring current or future sponsorship for employment authorization.

🏝️ Benefits

• Comprehensive benefits package that supports health, well-being, and professional growth.

• Potential inclusion of bonuses, incentives, and equity in the total rewards package.