Customer Success Manager

MineHub Technologies transforms how producers, traders, and consumers manage raw material supply chains through B2B marketplace functionality, intuitive design, real-time data integration, and predictive analytics. The Customer Success Manager will support Spanish-speaking enterprise and mid-size clients through implementations, adoption, growth, and retention while coordinating with Product, Engineering, Sales, and Customer Success teams.

Responsibilities:

• Own all customer-facing aspects of new implementations for major enterprise accounts — from onboarding and configuration to go-live and beyond — coordinating multiple stakeholders across procurement, operations, and IT
• Set goals and priorities together with your customers, then build and execute the plans needed to achieve those outcomes
• Help customers and individual users get the most from our products and features: removing friction, improving productivity, and increasing satisfaction
• Introduce new features and solutions to customers, and channel their feedback back to Product on what's working and what isn't
• Grow revenue from your accounts by identifying upsell opportunities, and protect revenue by reducing churn risk through an outstanding customer experience. (This is not a quota-carrying role.)
• Advocate for your customers internally: driving product improvements, delivering on feature commitments, developing case studies, and helping eliminate bugs

Requirements:

• Fluent Spanish (native or professional-level) and strong professional English. You'll work daily with Spanish-speaking enterprise clients and collaborate with our English-speaking global team
• Comfortable with technical topics. You don't need to be an engineer, but you do need to get into the detail on data automations and logistics workflows, and explain them with confidence to both a customer's key decision-makers and the teams using the product day-to-day
• Experience managing large, complex, enterprise-level accounts, including multiple stakeholders and multi-phase rollouts
• You go above and beyond for your customers. You make sure users are delighted with our products, and you motivate others internally to deliver what customers need
• You're a self-starter who embraces ambiguity. The right solution isn't always clear at the outset; you're happy iterating through ideas to find it
• You can build relationships at multiple levels of an organization, navigating between the strategic buyers who choose MineHub and the day-to-day users across the company
• You're solution-oriented. You seek to understand the problem a customer is trying to solve and propose options that address the root cause using our products and services
• You can project-manage, balancing proactive and reactive work across multiple customers, and coordinating internally and externally to hit your goals