Overview:

We are looking for a proactive and customer-focused Customer Success Manager (EOR & HR Tech) to join our growing team. In this role, you will be responsible for building and maintaining strong relationships with a diverse portfolio of customers, helping them maximize the value of our platform and services while ensuring a positive overall experience. This is an exciting opportunity to thrive in a fast-paced environment, work closely with cross-functional teams, and play a key role in driving customer success and long-term satisfaction.

Our Customer Success POD is a collaborative, high-performing team dedicated to delivering an exceptional customer journey. Team members are encouraged to share ideas, contribute meaningfully, and leverage their unique strengths to achieve common objectives. We cultivate a culture of continuous improvement, professional development, and innovation, where every contribution is valued. By joining our Customer Success POD, you will become part of a supportive and forward-thinking team committed to excellence, customer advocacy, and delivering outstanding results.

Schedule:

• Monday to Friday, 8:30 AM to 5:30 PM - AMER Time Zone (1 Hour unpaid break)

Responsibilities

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels
• Responsible for addressing and managing customers’ health cases assigned to them
• Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions
• Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges
• Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction
• Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization
• Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health
• Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction
• Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments
• Collaborate with the Sales Team to ensure customer retention, particularly in churn-risk situations
• Collaborate with Treasury on payment collection for late-paying customers
• Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform
• Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers
• Experience in global employment with EOR's

Requirements:

• Minimum of 2 years of experience in a Customer Success, Account Management or quota-carrying role, preferably in a SaaS or technology company
• Proven track record of managing multiple customer relationships and driving customer success initiatives
• Ability to effectively manage customer expectations and any conflicts should they arise
• Exceptional communication skills both verbal and written
• Strong interpersonal skills with the ability to build rapport and trust with customers
• Analytical mindset with the ability to leverage data to drive insights and decision-making
• Cross-functional collaboration skills with experience working across departments to achieve common goals
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Strong organizational skills and attention to detail
• Passion for customer advocacy and commitment to delivering exceptional service
• Willingness to continuously learn and upskill to keep pace with product advancements and industry trends
• Proficiency in Zendesk, Asana, Notion, and Slack is a bonus

Preferred But Not Required (Bonus Skills):

• Experience in the HR industry and employment practices spanning multiple countries.
• Business proficient language skills (Spanish, Portuguese)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.