Customer Success Manager, SMB

ShopmonkeyAuto-repair software

Remote - Mexico; this remote position is for candidates based in Mexico only.Full-TimeManager

Salary not disclosed

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Job Details

Languages: Fluency in English and Spanish
Experience: 1-3 years of experience in a customer success or client-facing role, ideally in SaaS.
Required Skills: SalesforceCustomer SuccessSaaSZendeskAccount Management

Fluency in English and Spanish.
1-3 years of experience in a customer success or client-facing role, ideally in SaaS.
Experience with customer success and CRM tools, such as Salesforce, Vitally, Zendesk, or Gainsight.
Strong written and verbal interpersonal and communication skills.
Ability to build strong customer relationships with emotional intelligence and empathy.
Strong time management and organizational skills.
Problem-solving mindset focused on delivering customer value.
Ability to work in a dynamic, fast-paced startup environment.
Automotive industry experience is a plus.

Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users.
Conduct regular customer check-ins and make strategic recommendations based on customers' needs and business operations.
Assist with customer education and conduct product walkthroughs to support onboarding and product adoption.
Address customer challenges and recommend solutions that help customers use key features and value-added products.
Manage accounts by driving upsells, cross-sells, and successful renewals.
Partner with sales and commercial teams to identify and execute revenue growth opportunities.
Act as the primary point of contact for customer concerns and ensure issues are addressed quickly and effectively.
Represent customer feedback and use cases internally to improve the platform.
Track and report customer engagement, product adoption, NPS, renewal rates, and account health.

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