Manage the full customer success lifecycle, from onboarding through retention
Support customers (Tier 1 and Tier 2) via chat, email, and video calls in English, ensuring fast, high-quality responses
Handle overflow escalations to and from Tier 3
Identify churn risks and take proactive steps to mitigate them
Build and monitor customer health metrics (NPS, CSAT, churn rate, product adoption)
Collaborate with Product, Sales, and Engineering teams to report feedback and bugs
Create and update support materials such as FAQs, tutorials, and documentation
Conduct regular customer surveys to maintain ongoing engagement

Fluency in English — written and spoken (C1/C2 level)
Previous experience in Customer Success, Customer Support, or related areas
Excellent written and verbal communication skills
Empathetic, organized, and solution-oriented profile
Familiarity with tools such as Intercom, Zendesk, HubSpot, or similar
Ability to work independently in a remote, fast-paced environment
Experience in startups or technology companies (especially health tech) — advantage
Familiarity with the U.S. market — advantage
Spanish as an additional language — advantage

Customer Success

Key skills