Senior Customer Success Manager

Posted 9 days agoViewed

💎 Seniority level: Senior, 5+ years

📍 Location: Mexico City, Monterrey

🔍 Industry: Martech

🗣️ Languages: English, Spanish

⏳ Experience: 5+ years

🪄 Skills: Project ManagementData AnalysisHTMLCSSJavascriptCustomer SuccessSaaS

At least 5+ years working in a customer-facing role, such as solutions consultant or customer success, ideally with marketers and for a SaaS-based platform.
Fluency in both English and Spanish languages (verbal and written).
Experience guiding customers to define use cases and ability to lead customers through strategic discussions.
Exposure to front end development concepts such as HTML, CSS, and JavaScript.
Hands-on experience working with customer data platforms, digital analytics, personalization/tag management, campaign management, and/or web-based technologies.
Proven leadership roles in customer partnerships.
Excellent written and oral communication skills.
Proven capacity to reliably manage multiple projects without falling behind.
Passion, enthusiasm, and eagerness to learn.
Proficiency with multiple marketing technologies, and the ability to adapt quickly to new software.

Guide Enterprise customers through onboarding, which includes defining and setting up initial use cases.
Understand customer goals and apply this knowledge to inform and lead success planning, use case planning and roadmapping, and account strategy discussions.
Drive solution adoption by providing CDP best practices, diagnosing barriers to adoption, and helping the customer address any obstacles proactively.
Build and sustain relationships characterized by expertise, partnership, and empathy with stakeholders and decision makers on your assigned accounts.
Provide ongoing use case support and key stakeholder management, including establishing recurring business reviews.
Create content and present QBRs and EBRs that highlight the customers use cases, KPIs, and ROI.
Identify risks to renewals and collaborate with internal teams to remediate customer concerns.
Identify upsell and cross-sell opportunities and partner with Account Management.
Manage multiple ongoing projects at varying stages.
Solicit customer feedback on product features.

Posted about 2 months ago

📍 Mexico

🧭 Full-Time

🔍 Internet of Things (IoT)

🔧 Requirements

2-5 years of experience in a Customer Success, account management, or consulting role. SaaS experience preferred.
Experience supporting or working with technical products.
Solutions-oriented with strong problem-solving skills.
Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment.
Bachelor’s degree from a 4-year institution.
Spanish and English fluency.

💡 Responsibilities

Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value.
Orchestrate renewal-focused business reviews with our customers where we look back at past successes and align on upcoming goals.
Deeply understand the Samsara platform’s capabilities and explain them to businesses of all types.
Mitigate escalations and resolve customer issues.
Provide excellent customer service throughout the service cycle.

Customer Success

Posted about 2 months ago