Requirements:

• At least 1-2 years of experience in Customer Success or Account Management within the B2B SaaS industry.
• Native Spanish speaker with a B2 level proficiency in English;
• Extensive experience with CRM systems such as HubSpot and Salesforce.
• Proficient in Google Spreadsheets and Google Slides.
• Ability to maintain a focus on the big picture while managing detailed tasks.
• Quick-thinking and effective problem-solving capabilities.
• Excellent communication and negotiation skills.
• Possesses a proactive, can-do attitude.
• Demonstrates initiative and a proactive approach to tasks.
• Experienced in creating reports and presentations.
• Exceptional interpersonal and soft skills.
• Competent in conducting demos and delivering presentations.

Responsibilities:

• Customer Onboarding: Lead the end-to-end onboarding process for new customers, working closely with sales, product, and implementation teams to ensure a seamless transition onto our SaaS platform.
• Assist customers and respond to service requests/inquiries by email, chat, or otherwise department-adopted tools;
• Answer customer inquiries by understanding customer issues or requests, clarifying details, researching, and providing information and/or solutions;
• Relationship Building: Build and maintain strong relationships with key stakeholders within customer organizations. Act as a trusted advisor and advocate, fostering long-term partnerships based on mutual success.
• Churn Prevention: Proactively prevent customer churn and adhere to the established churn process as necessary.
• Primary Customer Contact: Serve as the primary point of contact for customers throughout their journey, providing them with essential tools and support to efficiently utilize the product.
• Client Retention Goals: Establish and maintain clear client retention goals.
• Customer Engagement: Ensure customers remain engaged and regularly use the product.
• Bridge Sales and Support: Act as a liaison between sales and customer support to ensure seamless communication and service delivery.
• Issue Resolution: Proactively resolve customer issues by assigning them to the appropriate departments and managing the resolution process to ensure positive outcomes.
• Additional Duties: Perform other duties as assigned by Management.

Working conditions:

• 100% remote job.
• Work at a rapidly expanding B2B SaaS HRM company.
• Full-time basis, flexible work schedule (Mon-Fri), allowing for innovation and problem-solving.
• Smart colleagues to share and exchange knowledge with.
• Opportunities for skill development and career advancement.

If you are skilled and passionate about Customer Success in SaaS and want to make a significant impact, we want to hear from you.