Devsavant
Customer Success Manager (Mid-Market) LATAM
3mo ago
LATAMMiddlecustomer successnet revenue retentionaccount managementcustomer lifecycle management
Manage a high volume of mid-market customers in LATAM to ensure product impact, mitigate churn, and drive renewals and upsells remotely.
Responsibilities
- Work through a high volume of customers to identify those that need our help the most
- Own Executive Business Reviews for customer who request them
- Deliver a best in class experience to clients by building relationships and demonstrating impact
- Manage multiple touch points, including digital meetings, to keep clients
- engaged and informed
- Advise clients on loyalty strategy and optimisation opportunities to get the most out of their program (don’t worry we’ll train you!)
- Discuss return on investment and the impact driven by our program
- Actively gather feedback from clients and share across the organisation to improve our product and service
- Own and manage NPS responses, ensuring the feedback loop is closed
- Continuously improve our client offering by actively spotting opportunities to improve our current processes
- Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and event participation
- Partner with our Onboarding team to ensure the seamless transition into Customer Success
- Partner with our Support team to ensure client queries are responded to and rectified quickly
- Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey
- Fully mitigate any ‘at risk’ clients and support upsells
- Engage with our Product, Engineering, Marketing, and Sales teams to ensure a smooth customer journey and experience Skills:
- 12+ months of experience in a similar Customer Success/Account Management role
- Excellent written and spoken English - C1 proficiency
- Experience working with a non-LATAM headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the LATAM market
- Proven experience working with a high volume portfolio of customers
- You have an analytical mind
- Confident in discussing ROI and the impact software can have on a client’s organisation
- Experience working in a remote working environment across timezones
- Fantastic written, verbal and non-verbal communication skills
- People person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholders
- Highly organised and can manage multiple projects confidently
- Excellent attention to detail
- Inquisitive, curious and enjoy looking for ways to improve processes
Other
- About Us
- The Customer Success team:
- Our Customer Success team is looking for a Mid-Market Customer Success
- Manager to join our LATAM team and be a part of our mission of accelerating
- growth for Shopify brands by turning more one-time shoppers into loyal
- customers.
- As a Customer Success Manager, you’ll be responsible for managing a high
- volume of pooled clients and focusing on those that need your help the most. You
- will ensure that clients are continuously seeing the impact that we deliver from
- our products and services. You’ll work closely with our Onboarding, Support and
- Account Management teams to drive our Net Revenue Retention, by delighting
- our customers, demonstrating recurring impact, spotting and mitigating churn
- risks, securing renewals and uncovering upsell opportunities throughout the entire
- customer lifecycle.
- This is a fully remote position based in LATAM.