Customer Success Manager

We are looking for a proactive and highly skilled Customer Success Manager (CSM) to join our remote team. This role is responsible for building strong client relationships, ensuring successful onboarding, resolving customer concerns, and helping clients maximize the value of our services.

The ideal candidate is an excellent communicator who is comfortable working directly with U.S. customers through phone calls, video meetings, and written communication. You should be proactive, customer-focused, and able to work independently while maintaining clear communication with the internal team.

Bilingual English + Spanish communication is required.

Key Responsibilities

Client Onboarding & Relationship Management

• Guide new clients through the onboarding process and ensure a smooth transition.
• Clearly explain our services, processes, and expectations to clients.
• Build and maintain strong, professional relationships with customers throughout their journey.

Customer Engagement

• Maintain proactive communication with clients through calls, emails, and video meetings.
• Regularly check in with customers to understand their needs, concerns, and overall satisfaction.
• Keep clients engaged and informed throughout the relationship.

Issue Resolution & Support

• Respond to customer questions, concerns, and service-related issues in a timely and professional manner.
• Identify the root cause of customer concerns and coordinate appropriate solutions.
• Maintain a high standard of customer satisfaction and service.

Strategic Advisory

• Help clients maximize the value of our services through guidance, recommendations, and best practices.
• Understand client needs and identify ways our services can better support their goals.

Retention & Growth

• Monitor customer engagement and identify potential retention risks.
• Proactively address concerns that may impact customer satisfaction or retention.
• Identify opportunities to strengthen client relationships and expand the value of existing services.

Requirements

• Bachelor’s degree in any field.
• Bilingual in English and Spanish — required.
• Prior experience in customer success, customer support, account management, or a similar client-facing role.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Comfortable communicating with U.S. customers through phone calls, video meetings, and email.
• Able to work independently in a remote environment while maintaining clear and consistent communication with the team.
• Strong customer-service mindset with the ability to build trust and maintain professional client relationships.
• Willing and able to work U.S. Pacific Time (PT).

Minimum Technical & Work Environment Requirements

Internet Connection:

• Primary: 15 Mbps minimum
• Backup: 10 Mbps minimum, must support continuity during power outages

Primary Device:

• Desktop/laptop with Intel Core i5 (8th gen+), Intel Core i3 (10th gen+), AMD Ryzen 5, or equivalent
• Minimum 8 GB RAM

Backup Device:

• Meets or exceeds Intel Core i3 performance
• Functional during power interruptions

Workspace & Equipment:

• Webcam and noise-canceling USB headset
• Quiet, dedicated home office space
• Smartphone for customer communication and verification

Benefits

• Dynamic Team: Join a collaborative, innovative culture that values your contributions
• Continuous Learning: Gain skills in operations, logistics, and customer success
• Career Growth: Access clear pathways to advance your professional journey
• High-Energy Environment: Thrive in a fast-paced, outcome-driven workplace
• Flexible Work Setup: Work from home or a location that maximizes your productivity
• Work-Life Integration: Enjoy reduced commute stress while maintaining peak performance