Customer Success Operations Manager

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Requirements:

• 3+ years of experience in customer success, account management, or a related role, preferably in an Enterprise SaaS environment.
• Bilingual (Spanish and English): Fluent in both languages and comfortable working with clients across Latin America.
• Hands-On & Detail-Oriented: Willing to dive into day-to-day tasks while also contributing to the long-term development of processes and strategies.
• Ambitious & Eager to Grow: Excited about taking on new challenges and growing into a leadership role.
• Strong Relationship Builder: Capable of building trust and rapport with customers and internal teams.
• Problem Solver: Creative in resolving customer challenges while staying calm under pressure.

Responsibilities:

• Design and implement scalable processes and workflows for customer onboarding, account management, and support that enhance team efficiency and customer outcomes.
• Develop metrics, dashboards, and reporting tools to track customer health, retention, and other key performance indicators, providing actionable insights to the CS team.
• Manage the selection, implementation, and optimization of CS tools (e.g., CRM, customer support platforms) to improve team performance and customer engagement.
• Collaborate with cross-functional teams (Product, Sales, etc.) to ensure smooth handoffs, data integrity, and alignment across customer touchpoints.
• Analyze customer feedback and usage data to identify trends and inform product improvements and CS strategies.
• Assist the Head of Customer Success in executing on key projects to drive customer retention, satisfaction, and growth.
• Play a key role in onboarding, training, and supporting new CS team members, contributing to a data-driven, customer-centric culture.