Customer Success Manager
S
SurEcommerce Software
Mexico City, Mexico City, Mexico. Bogotá, Bogota, Colombia. São Paulo, São Paulo, Brazil. San José Province, Costa Rica. Buenos Aires, Buenos Aires, Argentina. Caracas, Capital District, Venezuela, Bolivarian Republic of, 8:00 AM – 6:00 PM Eastern Time, Monday–Friday; must stay responsive until 8:00 PM ET.ContractMiddle
Salary2,000 - 3,000 USD per month
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SQLData AnalysisShopifyCustomer SuccessHubSpotSlackNotionAccount Management
Requirements
- 2+ years in a customer-facing role (Customer Success, Account Management, Onboarding, or Support) at a software company.
- Excellent written and spoken English.
- Strong data skills, including comfort with spreadsheets and dashboard analysis.
- Willingness to learn SQL.
- Proficiency in using AI tools (e.g., Claude) to draft, analyze, and automate tasks.
- Self-directed and comfortable working asynchronously in a remote environment.
- Ability to work fixed US Eastern business hours (8:00 AM – 6:00 PM ET) and stay reachable until 8:00 PM ET.
- Experience with DTC or ecommerce brands preferred.
- Familiarity with Shopify and storefront structure preferred.
- Experience with CRM tools (e.g., HubSpot), Slack, and Notion.
- Technical fluency in APIs, web basics, analytics tooling, and page speed metrics preferred.
Responsibilities
- Run onboarding for new brands, including kickoff calls, implementation handoff, training, and achieving early wins.
- Own regular check-ins and maintain trust with a portfolio of accounts.
- Monitor site performance and usage data, connecting metrics like conversion and bounce rates to brand objectives.
- Identify and address accounts trending toward churn.
- Build and present account reviews, performance reports, and dashboards during live customer calls.
- Investigate bot-related issues and escalate technical website problems to engineering.
- Maintain CRM records, deal stages, and account health updates.
- Translate account patterns into actionable feedback for the product team.
- Draft professional communications, including emails, status updates, and chat threads.
- Support the sales team by conducting occasional discovery calls.
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