Bilingual Customer Success Manager

CompanyCam is a photo documentation and productivity app designed for contractors across various industries. The Bilingual Customer Success Manager will build relationships with customers, ensuring their satisfaction and retention while also serving as the primary contact for Spanish-speaking clients.

Responsibilities:

• Own customer health across your book of business by proactively monitoring accounts, identifying risk, and stepping in early to keep customers engaged and on track
• Drive product adoption by educating customers on features, best practices, and new updates through calls, emails, texts, and live training sessions
• Lead retention efforts by working directly with customers considering cancellation or downgrade and developing strategies to retain their business
• Manage renewals by staying ahead of upcoming contract dates and making sure the path to renewal is smooth
• Partner with Account Managers to identify expansion opportunities including additional seats, add-ons, or upgraded packages
• Serve as the primary contact for Spanish-speaking customers, conducting all outreach and training at a professional/business fluency level in Spanish
• Maintain and improve CompanyCam's Spanish-language knowledge base, keeping content current with product updates and flagging gaps as they come up
• Surface feedback and trends from the Spanish-speaking customer segment to internal teams including Product, Marketing, and CS leadership
• Represent CompanyCam at Spanish-specific trade shows or industry events as needed to build relationships within the contractor community

Requirements:

• Professional/business fluency in both Spanish and English, written and verbal, required
• Experience in a customer-facing role; SaaS background preferred
• Strong communication and relationship-building skills across cultures and contexts
• The ability to think strategically about customer needs while staying focused on business outcomes
• A self-starter mindset: you manage your own book of business and don't need a lot of hand-holding to stay on top of it
• Empathy for customers and a genuine interest in helping them succeed
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
• SaaS background preferred
• Bachelor's degree in Business Administration or Communications preferred, but not required