Bilingual Customer Success Manager - EG002

Fluency in Spanish and English (written and verbal) 1-2+ years of experience in Customer Success, Account Management, or client-facing roles Strong relationship-building and communication skills Ability to explain products or services clearly to non-technical users High cultural awareness when working with diverse Spanish-speaking audiences Strong organizational and time-management skills Comfort working with data, usage metrics, and CRM tools Ability to work independently in a remote, global environment Proficiency in CRM platforms (HubSpot, Salesforce, Zendesk, Intercom, or similar) Proficiency in Communication tools (Gmail/Outlook, Slack, Zoom, Microsoft Teams) Proficiency in Scheduling tools (Google Calendar, Calendly, or equivalent) Proficiency in Productivity tools (Google Workspace or Microsoft Office)

Serve as primary point of contact for English- and Spanish-speaking customers Build strong, trust-based relationships through regular communication Understand customer goals, challenges, and success criteria Communicate via email, chat, phone, or video in the customer’s preferred language Translate complex product concepts into clear, accessible explanations Handle inquiries and requests with professionalism and empathy Guide new customers through onboarding in English or Spanish Deliver product walkthroughs and training sessions Support customers in understanding features, workflows, and best practices Monitor usage and engagement to identify support needs early Proactively assist customers in reaching early wins and long-term value Track customer health metrics, usage trends, and engagement signals Identify risks, underutilization, or churn indicators Surface upsell or expansion opportunities aligned with customer needs Support renewals through consistent value communication Prepare and deliver account reviews in English or Spanish Act as liaison between customers and internal teams Escalate issues and follow through to resolution Communicate progress clearly and manage expectations Share customer feedback and insights with product and operations teams Ensure culturally respectful and timely issue handling Maintain accurate CRM records of customer interactions Document common issues, solutions, and best practices Contribute to improving customer success workflows Support creation or localization of customer-facing resources