Spanish Speaking Technical Client Success Manager, North America
New
I
INSTANDAB2B SaaS, Insurance
United States. CanadaFull-TimeMiddle
Salary75000 - 95000 USD per year
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Job Details
- Languages
- Spanish, English
- Experience
- 4 - 7+ years
- Required Skills
- SalesforceJiraConfluenceSlack
Requirements
- 4 - 7+ years in post‑sale roles (Customer Success, Account Management, Technical Account Management, Engagement/Delivery) in B2B SaaS and/or insurance (carrier, MGA, or vendor).
- Fluent in Spanish and English (verbal and written).
- Ability to communicate confidently with Spanish speaking clients.
- Working knowledge of insurance workflows (e.g., rating, underwriting, policy admin, endorsements, claims, billing) and how stakeholders (Product, UW, Ops, Distribution, IT) measure value.
- Strong commercial acumen: renewal negotiation, objection handling, and expansion qualification.
- Comfortable operating at ticket level (triage, prioritization) while elevating to executive value and ROI narratives.
- Proven ability to understand technical nuances in Jira tickets and Freshdesk cases, with enough technical depth to accurately interpret issues, support clients effectively, and liaise confidently with engineering teams.
- Analytical and structured communicator; executive presence; outcome‑first mindset.
- Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended.
- Exposure to low/no‑code platforms and APIs (nice to have).
Responsibilities
- Serve as the primary post-sale contact; build success plans tied to each client’s business outcomes.
- Lead renewals end-to-end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
- Identify and close low-complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
- Run scaled engagement (cadenced check-ins, QBRs) with crisp executive-ready storytelling of value, ROI, and roadmap.
- Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
- Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
- Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
- Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
- Provide adoption analytics, risk flags, and expansion hypotheses; co-present at QBRs.
- Bring voice-of-customer to roadmap; translate platform capabilities into measurable outcomes.
- Translate client feedback into reproducible plays, knowledge base content, and product requirements.
- Contribute to cross-functional incident reviews and process improvements to raise NPS and lower time-to-resolution.
- Mentor peers on insurance workflows and INSTANDA best practices.
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