Customer Success Manager (CSM)

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