Key skills
Customer SuccessSales
About this role
Role Overview
- Conduct onboarding calls and align success objectives with the customer’s business goals
- Build and manage individualized Success Plans with measurable milestones within the CS platform
- Execute lifecycle playbooks (Onboarding, Adoption, Renewal & Expansion, Loyalty) using a mix of automated cadences and human touchpoints
- Continuously segment accounts by ARR, risk exposure and upsell potential to prioritize outreach
- Track product usage and adoption signals to identify risks and expansion triggers, activating appropriate playbooks
- Perform structured check-ins to validate progress, adoption and business alignment
- Present adoption insights, value delivered and next-step recommendations to customers
- Trigger renewal motions and identify upsell opportunities based on usage, maturity and goals
- Run NPS and CSAT cycles with follow-up plans based on customer sentiment
- Deliver regular reports and dashboards with adoption, engagement, risk, expansion and renewal metrics
Requirements
- Minimum of 5 years of experience in Customer Success
- Proven experience in the IT sector required
- Sales experience is a plus
- Experience managing mid-market accounts
- Advanced Spanish required
- Advanced English required
Benefits
- Availability to be in the office in person twice a week