Customer Success Leader
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Job Description
Líder de Customer Success para Astroselling, impulsando retención, adopción y crecimiento de clientes de e-commerce. Liderando equipos remotos y optimizando procesos mediante métricas SaaS.
Responsibilities:
- Liderar, formar y desarrollar un equipo remoto, con una cultura de alto desempeño y orientación al cliente.
- Analizar métricas clave (Churn, NRR, GRR, CSAT, NPS, Time-to-Value) para detectar cuellos de botella y rediseñar procesos escalables.
- Definir y supervisar los Customer Journeys, estrategias de Onboarding y programas de retención/salvataje.
- Ser el puente entre Ventas (handoff, upsell/cross-sell) y Producto/Tecnología (canalizar la voz del cliente para priorizar mejoras).
Requirements:
- Estudios universitarios avanzados en Administración, Ingeniería Industrial, Economía, Sistemas, Marketing Digital o afines.
- +3 años de experiencia en Customer Success.
- Pensamiento analítico y orientado a procesos: capacidad de convertir datos dispersos en decisiones claras.
- Comunicación excepcional para coordinar con equipos multifuncionales y gestionar cuentas clave.
- Experiencia liderando equipos remotos.
- Conocimiento sólido de métricas SaaS (Churn, GRR, LTV, NRR) y de la dinámica del comercio electrónico.
- Adaptabilidad para pivotar estrategias en entornos tech de alto crecimiento.
- Conocimiento de marketplaces y del ecosistema de venta online en LATAM.
- Formación o cursos en Python, SQL, PowerBI, Tableau o analítica de datos aplicada a negocios.
- Experiencia con agentes de IA aplicados a atención al cliente o herramientas de automatización (n8n, Make, Zapier).
- Experiencia en rediseño de procesos.
- Manejo de CRM o plataformas de atención (Hubspot, Intercom, etc.).
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