Job Overview:

We are seeking a passionate and results-driven Customer Success Manager to join our dynamic team and manage relationships with our diverse customer base. In this role, you will ensure client satisfaction and platform adoption while working in a fast-paced environment that thrives on cross-functional collaboration. As a vital member of our tightly-knit Customer Success POD, you will help craft a seamless customer journey within an environment where innovative ideas flourish. We foster a supportive culture of continuous learning and growth, empowering you to contribute your unique skills toward our shared commitment to excellence.

Schedule:

• Monday - Friday, 8:30 AM - 4:30 PM AMER Timezone

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
• Experience in global employment with EOR's
• Ability to effectively manage customer expectations and any conflicts should they arise
• Exceptional written and verbal communication skills in English
• Strong interpersonal skills with the ability to build rapport and trust with customers
• Analytical mindset with the ability to leverage data to drive insights and decision-making
• Cross-functional collaboration skills with experience working across departments to achieve common goals
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Strong organizational skills and attention to detail
• Passion for customer advocacy and commitment to delivering exceptional service
• Willingness to continuously learn and upskill to keep pace with product advancements and industry trends
• A reliable home internet connection (or be able to get one)

Bonus Qualifications:

• Proficiency in Zendesk, Asana, Notion, and Slack
• Experience in the HR industry and employment practices spanning multiple countries.
• Business proficient language skills (Spanish, Portuguese)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. We will set your hourly pay rate based on your performance in the application process. Submissions that meet all requirements will receive priority review.