Customer Success Manager (Mid-Market) LATAM
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.
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
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