Remote Customer Success Manager

Summary

Join Landbot's Success team as a Customer Success Manager (English-Spanish)! Guarantee our customers maximize their use of our no-code chatbot builder. As a Landbot expert, advise over 3,500 customers on achieving their goals. Your responsibilities include onboarding, engagement, retention, product adoption, relationship management, upselling/cross-selling, and reporting. You'll need customer-centricity, tech/SaaS experience, no-code knowledge, and excellent communication skills. Proactiveness is key! Landbot offers a hybrid/remote work environment, flexible scheduling, open vacation policy, training budget, and other perks.

Requirements

• A customer-first, positive and energetic attitude
• Technology and SaaS experience
• Knowledge and passion for no-code technology and infrastructure
• Expertise at facilitating an account management review with multiple stakeholders including technical stakeholders (PMs, Admins, Ops managers) and executive leaders
• Capacity to work independently and use appropriate judgement in decision-making with a results-driven orientation
• Excellent live presentation skills with an excitement and drive to facilitate multiple customer meetings, demos and negotiations on a daily basis
• Excellent written communication skills with a clear process for proactively nurturing and adding value to customers through email and calls
• Excellent problem-solving, project management and analytical thinking skills
• Deep understanding of the main startup metrics/KPIs. Knowledge of Customer Success metrics is important
• Fluency in English & Spanish
• Eligibility to work in Spain

Responsibilities

• Planning, executing, and iterating Customer Retention strategies to ensure financial health
• Responding to incoming requests for assistance via email, chat, and video call from Managed Accounts
• Reporting customer feedback/issues to departments such as Product, Finance Sales, and Support to ensure alignment and coordination in delivering exceptional customer experiences
• Guide new customers through the onboarding process, helping them set up and customize their Landbot experience to align with their specific needs and goals
• Regularly engage with customers to understand their business objectives and challenges, ensuring they are fully utilizing Landbot's features and capabilities
• Monitor customer health metrics and proactively address any potential issues that could affect satisfaction, retention, or growth. You will need to partner with our customers to define clear objectives for their use of Landbot, track their progress and ensure these goals are met
• Proactively drive the adoption of new features and best practices, ensuring customers are leveraging Landbot to its full potential
• Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations, acting as a trusted advisor and advocate for their success
• Identify opportunities to upsell or cross-sell additional features, services, or plans that can further enhance the customer's experience and success with Landbot. Special attention should be given to High-Potential clients, Ideal Customer Profiles (ICPs), and target market segments to maximize value and drive growth effectively
• Provide regular reports on customer engagement, success metrics, and areas for improvement to internal teams and leadership

Preferred Qualifications

• Any other languages will be a plus
• Technical knowledge and a genuine interest in AI products and Meta suite is a plus

Benefits

• Hybrid culture or full remote (or both!)
• Great company culture, we have a young, upbeat, and international work environment
• Flexible schedule
• Open vacation policy and flexible holidays so you can take time off when you need it
• Training budget
• Ticket transport
• 26 days of paid vacation (23 regular days + December 24th & 31st ) + One day for your birthday
• English & Spanish lessons
• Flex compensation with Cobee for employees residing in Spain
• Team building activities
• Referral Bonus if you bring other talented people like you