Onboarding, Customer Success Manager

Role Overview

• Manage and lead the implementation of company solutions for new customers, ensuring successful onboarding and seamless integration into the product ecosystem.
• Analyze existing projects and processes from both functional and technical perspectives, identifying improvement areas.
• Collaborate with internal teams to ensure timely project execution, monitor progress, and report key milestones to customers and stakeholders.
• Identify potential risks or deviations during project execution and develop strategies to mitigate them.
• Build and maintain strong, long-term relationships with assigned customers, acting as the primary point of contact after onboarding, addressing their needs and ensuring satisfaction.
• Monitor customer engagement with the product, proactively offering tips, best practices, and strategies to enhance product usage and adoption.
• Serve as the voice of the customer within the company by gathering feedback and sharing insights with internal teams to drive product improvements.
• Track key success metrics (e.g., Net Promoter Score, churn, upsell opportunities) and report them in platforms like Salesforce, Hubspot, or Hotjar, providing insights and recommendations based on data.
• Proactively identify upsell opportunities and ensure customer retention, working to limit churn to less than 5% and driving quarter-on-quarter MRR expansion.
• Work closely with cross-functional teams (Sales, Product, Development, and Support) to provide an integrated and cohesive customer experience.
• Ensure alignment between onboarding and ongoing customer success strategies to maximize customer satisfaction and retention.

Requirements

• 2-3 years of experience in project management, process management, or customer success, ideally in SaaS or consulting environments.
• Bachelor's degree in Business Administration, Engineering, or related fields.
• Certifications in project management (Agile, Lean, etc.) or relevant software platforms (Salesforce, AWS, Microsoft) are a plus.
• Spanish & English Fluent
• French is a plus.

Tech Stack

• AWS

Benefits

• Health Insurance for you and 50% on each kids
• Flexible benefits (Coverflex)
• Access to specialized technical training platforms
• Celebrate your birthday with a day off