Customer Success Manager – LATAM
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Job Description
Customer Success Manager focused on onboarding and retention for B2B SaaS clients at Respond.io. Collaborating with global teams to maximize platform value and customer satisfaction.
Responsibilities:
- Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform
- Assist customers during the onboarding process, ensuring a positive and smooth experience
- Develop and maintain strong relationships with both internal and external stakeholders
- Act as a point of contact for customer issues and ensure timely resolution
- Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform
- Monitor and report on customer satisfaction and platform usage
- Focus on maintaining high customer satisfaction and retention rates
- Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells
Requirements:
- 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
- Experienced in working with international customers and handling global accounts
- Attentive listener with an ability to address customer concerns effectively
- Strong communication skills in Spanish and MUST be fluent in English to convey complex ideas clearly
- Skilled in negotiating complex renewal contracts in a SaaS environment
- Proficient in optimizing complex business processes
- Familiarity with business messaging platforms, CRM systems, and Customer Success tools
- Passionate about digital transformation and understanding diverse businesses
- Ability to provide customer feedback and insights to various departments for product improvement
- Deep understanding of our products, industry trends, and competition
- Able to quickly grasp technical concepts and keen to become an expert in our software
- An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference.
Benefits:
- You will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belong.
- You will join a diverse team of people from all over the world who are passionate about serving our global customers.
- You will grow more here than you would anywhere else, that is a promise.
- Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it!
- Beer O'Clock on Fridays? Naah, we have it every day!
- Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
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