Sr. Customer Success Manager- LATAM

We are looking to add a Sr. Customer Success Manager to the team. The ideal candidate is someone who is obsessed with driving successful renewals and account expansions, and most importantly, ensuring customers are happy. 

Please note: this position requires candidate be located in LATAM.

It’s an incredible opportunity for someone who is excited to take on a lot of ownership, experience exponential personal growth, and work with talented, collaborative, and friendly people who love what they do.‍

What you’ll do as a Sr. CSM

• Overall accountability for your customers’ success through relationship building, adoption, retention, and overall satisfaction
• Identify upselling and account growth opportunities
• Establish a relationship of trust as a strategic advisor with each customer, especially at VP and C-levels
• Use data- driven insights to measure customer adoption and ROI for customers
• Partner with marketing to develop content and materials to increase customer adoption of UserGems (for example: playbooks, templates, customer stories)
• Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales
• Developing mutual action plans with customers to drive success 
• Work cross functionally to collaborate with the implementation team to ensure continued momentum through the first phases of customer implementation and adoption

How you'll ramp

...within your first week...

• You'll get familiar with our product, sales & CSM processes and tools
• You'll have an in-depth product training and use the product to monitor your accounts
• You'll shadow on sales calls and customer calls
• You'll practice a few mock demo's and product Q&A's with our team

...day 30...

• You'll learn best practices for what make UserGems customers successful
• You'll take over and manage the relationship with some of our customers
• You'll run a few customer on-boarding calls independently, and continue shadowing other calls
• You'll build strategic business plans for customers
• You'll be familiar with our product, competition, and common Q&A
• You'll have 1:1 with all team members

...day 60...

• You’ll be actively managing the book of business, achieving your net retention target
• You'll identify whitespace and/or upsell opportunities
• You'll be comfortable having strategic conversations with the decision makers on ROI and future plans
• You'll be collaborating with marketing on content, campaigns, and processes to increase product adoption

...day 90...

• You'll be an expert of UserGems products
• You'll recommend ways to improve our hand-offs processes and CSM playbook
• You'll provide ongoing customer feedback to the marketing and engineering teams
• You'll partner with marketing to drive customer advocacy program (e.g. customer stories, reviews)

What you've accomplished so far

• You have 3-7 years of  experience working in Customer Success with a demonstrated track record of success and consistently hitting your metrics
• You have at least 1 year of experience working with Salesforce
• Preferable experience working in a software start up 
• You're comfortable leading “business value” and “ROI” conversations, and navigating through multiple decision makers in an organization
• You’ve demonstrated the ability to communicate across various channels (phone, e-mail, social, etc.)
• You thrive in a high-growth environment, and are self-motivated with an entrepreneurial spirit
• CS Software such as Catalyst (we use), Gainsight etc. experience is a plus

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