Responsibilities
- Ensure customer retention and sustain Net Retention Revenue across designated accounts.
- Act proactively with the Success team to design retention strategies and respond to churn indicators within defined service level agreements.
- Develop automated playbooks to scale the effectiveness of the Customer Success team.
- Lead outreach initiatives based on Account Health Scores and customer lifecycle stages.
- Manage a defined portfolio of accounts while meeting operational benchmarks and SLAs.
- Conduct quarterly business reviews, follow-ups after onboarding, 90-day check-ins, and routine customer communication.
- Partner with Support, Onboarding, and Solutions Engineering to resolve technical and setup issues efficiently.
- Foster customer advocacy and product adoption through trusted relationships and consistent delivery of value.
- Promote awareness and usage of new features and product offerings.
- Identify and schedule product demonstrations for the Account Management team through merchant consultations.
- Serve as a strategic advisor to merchants and support growth by clearly communicating product benefits.
- Ensure smooth transitions from Onboarding to Customer Success to accelerate time-to-value.
- Develop deep expertise in the product suite and remain current on updates, enhancements, and merchant applications.
- Uphold strong operational discipline by following SLAs and suggesting process improvements.
- Analyze merchant technology environments and collaborate with partners to create integrated marketing solutions.
- Coordinate with internal teams across functions to resolve account challenges and optimize performance.
- Collaborate with leadership to identify development opportunities and execute personal growth plans.
- Monitor industry developments and share actionable insights with the team.
- Take accountability for errors and actively celebrate team achievements.
Requirements
- Excellent client-facing and presentation abilities with a proven ability to build trust and credibility.
- Minimum of 5 years in customer-facing roles within a SaaS environment.
- Experience with strategies for customer retention and expansion.
- Willingness to pursue revenue opportunities with sales team collaboration.
- Adaptability and openness to shaping and testing new operational processes.
- Proven ability to perform in a high-volume, fast-paced setting.
- Positive demeanor, empathy, and sustained energy in customer interactions.
- Strong problem-solving and task prioritization skills based on impact.
- Outstanding written, verbal, and presentation communication skills.
- High level of dedication and resilience to achieve optimal customer outcomes.
- Supports a constructive team culture by embodying company values with colleagues and clients.
Nice to Have
- Experience with Shopify, Klaviyo, or Google Shopping platforms.
Work Arrangement
Remote (Worldwide) — Mexico
Work Arrangement
Remote (Worldwide) — Mexico
