Customer Success Manager

Summary

Join Shopmonkey as a Customer Success Manager (CSM) and play a pivotal role in supporting customer engagement and growth. You will build strong relationships with clients, drive product adoption, and identify opportunities to enhance customer satisfaction. This remote position, based in Mexico, requires collaboration with cross-functional teams to ensure customer success throughout their journey. The role involves managing accounts, resolving issues, and providing regular updates on key metrics. You will be responsible for customer onboarding, product walkthroughs, and driving upsells and renewals. This position is ideal for someone with 1-3 years of experience in a customer success or client-facing role, ideally in SaaS.

Requirements

• Fluency in English and Spanish
• 1-3 years of experience in a customer success or client-facing role, ideally in SaaS
• Strong interpersonal and communication skills (both written and verbal)
• Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Gainsight)
• Customer-centric mindset with a passion for helping clients achieve their goals
• High emotional intelligence (EQ) and empathy, with the ability to build strong relationships
• Strong time management and organizational skills
• Problem-solving mindset with a focus on delivering customer value
• Ability to thrive in a dynamic, fast-paced startup environment
• Self-directed, motivated, and continuously learning

Responsibilities

• Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users
• Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform
• Understand how customers' businesses operate, identify their unique needs, and make strategic recommendations to help them succeed
• Become a trusted advisor to key stakeholders and executives, advocating for their success and business goals
• Assist with customer education to ensure a seamless transition from onboarding to customer success
• Conduct product walkthroughs to ensure customers effectively utilize key features and value-added products
• Drive product adoption by proactively addressing customer challenges and recommending solutions
• Manage accounts by driving upsells, cross-sells, and successful renewals
• Partner with sales and commercial teams to identify and execute revenue growth opportunities
• Act as the primary point of contact for customer concerns, ensuring issues are addressed quickly and effectively
• Remove roadblocks to adoption by identifying challenges and proposing solutions
• Serve as the voice of the customer by representing customer feedback and use cases internally to improve the platform
• Track and report on key customer success metrics, including engagement levels, product adoption, NPS, and renewal rates
• Provide regular updates on account health to internal stakeholders

Preferred Qualifications

Automotive industry experience

Benefits

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations
• Group volunteer efforts