Customer Success Manager
Location: This position is fully remote. Candidates should be within -3 / -8 UTC (Americas) to support the Americas region.
Key Responsibilities
- Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels.
- Responsible for addressing and managing customers' health cases assigned to them.
- Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions.
- Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges.
- Manage customer escalations and collaborate cross‑functionally to resolve issues and ensure customer satisfaction.
- Utilize data‑driven insights to understand customer needs and preferences, advocating for their interests within the organization.
- Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health.
- Lead and participate in cross‑functional projects aimed at improving customer engagement and satisfaction.
- Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.
- Collaborate with the Sales team to ensure customer retention, particularly in churn‑risk situations.
- Collaborate with Treasury on payment collection for late‑paying customers.
- Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform.
- Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.
Requirements
- Minimum of 2 years of experience in a Customer Success, Account Manager or quota‑carrying role, preferably in a SaaS or technology company.
- Proven track record of managing multiple customer relationships and driving customer success initiatives.
📌 Customer Success Manager (México)
🏢 Oyster
📍 México