Customer Success Manager

Seeking SA and LATAM-based candidates who are SA and LATAM citizens. Only English CVs will be accepted.Position : Customer Success Manager

Working Schedule : 8AM - 5PM EST

(the final salary will be determined by the candidate's level of experience and at the discretion of the client)

The Opportunity

We are seeking a highly motivated and results-driven Customer Success Manager (CSM) to join our team. You will play a crucial role in ensuring the success and satisfaction of our customers, focusing both on their initial onboarding experience and ongoing retention, including account renewals.

Your primary focus will be engaging with customers within their first 60 days, guiding them through onboarding, addressing challenges, and helping them achieve success using our platform.

The ideal candidate has a background in sales and thrives on creating long-term partnerships with customers. You'll act as a coach, consultant, and advocate—driving adoption and ensuring customer value is achieved.

What You’ll Do

1. Outreach & Engagement
* Achieve a daily target of 30+ outbound dials to connect with customers.
* Maintain regular contact with customers via phone, email, and other channels.
* Use Salesforce Sales Engagement to track interactions and progress.
* Touch at least 65 accounts per week (approx. 15 per day).

2. Customer Onboarding
* Proactively connect with new customers within their first day.
* Guide them through each onboarding benchmark, including the 30-day checklist.
* Conduct onboarding and training sessions tailored to customer needs.
* Document discovery insights to support the Customer Experience Success (CES) team.

3. Product Expertise
* Recommend appropriate platform features and products based on customer goals.
* Confidently disqualify features that don’t align with a customer's needs.

4. Progress Monitoring
* Track customer progress using defined onboarding benchmarks and metrics.
* Provide ongoing encouragement and motivation to maintain momentum.

5. Activation Metric Achievement
* Guide customers toward achieving the activation metric—signifying meaningful engagement with the platform.
* Ensure the platform becomes part of the customer's regular workflow.

6. Problem-Solving & Solutions Delivery
* Identify challenges and deliver timely, effective solutions.
* Collaborate cross-functionally to resolve customer issues and remove blockers.

7. Relationship Building
* Build deep relationships based on empathy, trust, and value alignment.
* Understand customer pain points and deliver tailored solutions.

8. Data Management & Reporting
* Maintain accurate records of customer interactions in Salesforce and other systems.
* Continuously update Ideal Customer Profile (ICP) insights from every interaction.

9. Continuous Improvement
* Share customer feedback with internal teams to enhance onboarding, product features, and overall experience.

Requirements:
* 2 years of experience in the same role
* Background in sales with a proven ability to meet and exceed targets.
* Experience in customer success, service, or account management roles.
* Tenacious and goal-driven—self-motivated with a strong sense of ownership.
* Exceptional communication and interpersonal skills.
* Strong problem-solving mindset and analytical thinking.
* Passionate about customer outcomes and long-term success.
* Organized, detail-oriented, and capable of managing multiple priorities.
* Able to adapt quickly based on customer feedback and business changes.