Customer Success Manager (Mid-Market) LATAM

Customer Success Manager (Mid-Market) LATAM role to manage high volume of pooled clients and focus on those that need help the most, ensuring clients see impact from products and services.

Requirements

• 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
• 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