Job Description
As a Customer Success Manager, your main responsibilities will include:
1. Managing and nurturing long-term relationships with clients, ensuring their satisfaction, retention, and overall success with the company’s solutions.
2. Acting as the main point of contact for assigned accounts, understanding their needs, challenges, and strategic objectives.
3. Leading onboarding processes, guaranteeing a smooth and efficient implementation of the product or service.
4. Monitoring customer usage, adoption, and performance metrics, proactively identifying opportunities for improvement and increased value.
5. Collaborating closely with cross-functional teams (Sales, Product, Support, Marketing) to ensure a seamless customer experience and resolve any issues efficiently.
6. Preparing customer-facing documentation, business reviews, and performance reports tailored to different stakeholder levels.
7. Identifying risks related to churn or dissatisfaction, proposing and executing action plans to mitigate them.
8. Driving upselling and cross-selling opportunities by aligning customer needs with product capabilities.
9. Ensuring continuous communication with clients, providing strategic guidance and helping them achieve measurable business outcomes.
Experience & Requirements
We are looking for a profile with:
10. 3–5 years of experience as a Customer Success Manager or in similar roles (Account Manager, Customer Engagement, Customer Support Lead).
11. Experience working with SaaS solutions, digital platforms, or technology-driven products.
12. Strong ability to manage key accounts, build trust-based relationships, and influence decision-makers.
13. Solid understanding of customer lifecycle processes: onboarding, adoption, retention, and expansion.
14. Hands-on experience with CRM and customer success tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.).
15. Data-driven mindset, able to analyze metrics, identify trends, and translate insights into actions.
16. Excellent communication, presentation, and stakeholder management skills.
17. Languages: High level of English and Spanish (both required).
What We Offer
18. The opportunity to work with strategic clients in impactful, high-value environments.
19. A dynamic, supportive, and multicultural team culture.
20. Flexibility, autonomy, and strong possibilities for professional development and career growth.
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