Job Description

Customer Success Manager (Mid-Market) LATAM

About Us

The Customer Success team:

Our Customer Success team is looking for a Mid-Market Customer Success

Manager to join our LATAM team and be a part of our mission of accelerating

growth for Shopify brands by turning more one-time shoppers into loyal

customers.

As a Customer Success Manager, you’ll be responsible for managing a high

volume of pooled clients and focusing on those that need your help the most. You

will ensure that clients are continuously seeing the impact that we deliver from

our products and services. You’ll work closely with our Onboarding, Support and

Account Management teams to drive our Net Revenue Retention, by delighting

our customers, demonstrating recurring impact, spotting and mitigating churn

risks, securing renewals and uncovering upsell opportunities throughout the entire

customer lifecycle.

This is a fully remote position based in LATAM.

Responsibilities:

• Work through a high volume of customers to identify those that need our

  help the most

• Own Executive Business Reviews for customer who request them

• Deliver a best in class experience to clients by building relationships and

  demonstrating impact

• Manage multiple touch points, including digital meetings, to keep clients

• engaged and informed

• Advise clients on loyalty strategy and optimisation opportunities to get the

  most out of their program (don’t worry we’ll train you!)

• Discuss return on investment and the impact driven by our program

• Actively gather feedback from clients and share across the organisation to

  improve our product and service

• Own and manage NPS responses, ensuring the feedback loop is closed

• Continuously improve our client offering by actively spotting opportunities

  to improve our current processes

• Work closely with Marketing to drive advocacy in the form of testimonials,

  case studies, reviews and event participation

• Partner with our Onboarding team to ensure the seamless transition into

  Customer Success

• Partner with our Support team to ensure client queries are responded to

  and rectified quickly

• Partner with our Account Management team to deliver on renewals and

  upsells throughout the customer journey

• Fully mitigate any ‘at risk’ clients and support upsells

• Engage with our Product, Engineering, Marketing, and Sales teams to

  ensure a smooth customer journey and experience

  Skills:

• 12+ months of experience in a similar Customer Success/Account

  Management role

• Excellent written and spoken English - C1 proficiency

• Experience working with a non-LATAM headquartered company, in a role

  which required you to onboard and work remotely, ideally as one of the first

  employees for the company in the LATAM market

• Proven experience working with a high volume portfolio of customers

• You have an analytical mind

• Confident in discussing ROI and the impact software can have on a client’s

  organisation

• Experience working in a remote working environment across timezones

• Fantastic written, verbal and non-verbal communication skills

• People person with a natural collaborative mindset, great at building strong

  working relationships across teams and managing different stakeholders

• Highly organised and can manage multiple projects confidently

• Excellent attention to detail

• Inquisitive, curious and enjoy looking for ways to improve processes