Proactively manage strategic accounts to build and maintain strong long-term relationships.
Guide clients in the successful implementation of our platform.
Provide ongoing training to customers to optimise their use of the platform.
Organize and conduct workshops and training sessions for executives.
Proactively identify upselling opportunities within the assigned customer base.
Manage customer retention and account expansion, proactively managing churn risk situations.
Prepare and present comprehensive reports on customer performance.
Champion operational excellence through continuous improvement of processes and practices.
Maintain up-to-date and accurate customer records in CRM systems.
Collaborate with internal teams to ensure a holistic customer experience.

2-3 years of experience in a similar position, preferably in a SaaS company.
English and Spanish High level / bilingual
Comfortable with CRM and modern Customer tools (HubSpot preferred), plus Google Suite.
Excellent verbal and written communication skills, including the ability to present, manage meetings or hold webinars.
Detail-oriented with an obsession for efficiency.
Strong analytical skills and ability to use data to inform decisions.
Ability to engage in client relationships at all levels, including C-suite level.
Outstanding ability to collaborate effectively across multiple departments within the company.
Proactivity and ability to adapt to change in a complex and dynamic environment.
Experience in implementing SaaS solutions with demonstrated enthusiasm for technology and technical aptitude.
Negotiation and sales skills with a focus on results.

Senior Customer Success Manager – SaaS

Key skills