Customer Success Manager
New
P
PurpleHospitality SaaS
Remote (LATAM only), Schedule aligned with U.S. business hours.Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- Excellent written and spoken English.
- Experience
- 2–4+ years of experience in SaaS Customer Success, Implementation, Onboarding, or a closely related role.
- Required Skills
- Project ManagementTroubleshooting
Requirements
- Have 2–4+ years of experience in SaaS Customer Success, Implementation, Onboarding, or a closely related role.
- Have experience managing customer onboarding and software implementation projects.
- Have excellent written and spoken English.
- Explain technical concepts clearly to nontechnical users.
- Bring strong troubleshooting and problem-solving abilities.
- Have experience delivering customer training and software demonstrations.
- Have strong organizational and project management skills.
- Have experience creating SOPs, help articles, and training documentation.
- Be comfortable working with customer data, spreadsheets, and usage metrics.
- Have hands-on experience using AI tools to improve workflows and productivity.
- Manage multiple customer accounts and priorities independently.
- Have reliable high-speed internet, a personal computer, a quality headset, and a dedicated workspace.
Responsibilities
- Own the onboarding process from sales handoff through successful launch.
- Coordinate software integrations, configurations, and implementation requirements.
- Deliver product training through video calls, demonstrations, and written resources.
- Manage customer inquiries and investigate technical issues, coordinating escalations with Product and Engineering.
- Monitor adoption, identify satisfaction or renewal risks, and develop plans to improve adoption and retention.
- Create and maintain onboarding guides, help articles, training materials, and internal SOPs.
- Translate customer feedback into actionable product requests and support feature rollouts.
- Build repeatable customer success processes and monitor customer health and adoption metrics.
- Use AI tools to improve efficiency, documentation, and customer support.
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