Customer Success Manager, LATAM, Remote

Posted 23 days agoViewed

💎 Seniority level: Manager, 5-8 years

📍 Location: Brazil, Mexico, Argentina

🔍 Industry: SaaS

🏢 Company: Fundraise Up👥 101-250💰 $10,000,000 Series A about 4 years agoArtificial Intelligence (AI)Payments Non Profit B2B Social Impact Enterprise Software FinTech

🗣️ Languages: English

⏳ Experience: 5-8 years

🪄 Skills: Google AnalyticsRESTful APIsAccount ManagementSales experienceDigital MarketingTechnical supportCRMData analyticsCustomer supportCustomer SuccessSaaS

Requirements:

Proven work experience of 5-8 years in SaaS Customer Success
Experience managing a customer book of business of $2M+ ARR
Familiarity with CRMs, Digital Marketing, Google Analytics and Meta Pixel
Excellent communication and presentation skills, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentations
Proven ability to develop and maintain relationships with customers and internal stakeholders
Understanding of performance metrics or KPIs
Ability to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teams
Strong problem-solving skills, with the ability to solve complex technical problems creatively
Ability to work in a fast-paced, hyper-growth and dynamic environment
Willingness to occasionally work outside of normal business hours as required to support customers

Responsibilities:

Own a portfolio of 100-150 non-profit accounts
Provide account management from kick-off, implementation, launch, account planning, and the customers’ life cycle
Act as the main point of contact for all customer account management matters
Be the product expert, provide product usage training/guidance and technical support
Deliver Quarterly Account Reviews to customers
Retain customers through proactive risk identification and mitigation
Expand senior-level stakeholder relationships
Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers
Take ownership of customer escalations and drive speedy resolution
Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role
Analyze data through reports and trends, leverage it to drive actions with customers
Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction
Collaborate with product teams to ensure customer feedback is incorporated into product development

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