Customer Success Manager (Spanish Speaking) - North America
North America, EST or CSTFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Experience
- 3-5 years
- Required Skills
- SalesforceZendesk
Requirements
- 3-5 years of experience as a Customer Success Manager with Mid Market customers in the SaaS industry.
- Ability to prioritize and manage a large portfolio of accounts (100-200 mid market accounts) while consistently delivering on expected engagement activities.
- Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance.
- Verifiable expertise in risk identification, portfolio segmentation, and ownership of renewals.
- Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale.
- Excellent problem-solving skills, with a knack for turning complex issues into simple solutions.
- Native level English and Spanish proficiency is required for this role.
- Experience with Salesforce and Zendesk are nice to have.
Responsibilities
- Drive the adoption of our platform among a diverse client base.
- Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions.
- Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.
- Serve as the primary contact for any significant issues our customers face.
- Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.
- Identify opportunities for customers to use more of our services to help their businesses grow.
- Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.
- Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.
- Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations.
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