Customer Success Manager (Mid-Market) LATAM

LATAMRemotefull-timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

Customer Success Manager (Mid-Market) LATAM

Key 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…

Technical Tools

customer-success

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

~1 min read

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Work through a high volume of customers to identify those that need our
help the most
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Own Executive Business Reviews for customer who request them
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Deliver a best in class experience to clients by building relationships and
demonstrating impact
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Manage multiple touch points, including digital meetings, to keep clients
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engaged and informed
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Advise clients on loyalty strategy and optimisation opportunities to get the
most out of their program (don’t worry we’ll train you!)
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Discuss return on investment and the impact driven by our program
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Actively gather feedback from clients and share across the organisation to
improve our product and service
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Own and manage NPS responses, ensuring the feedback loop is closed
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Continuously improve our client offering by actively spotting opportunities
to improve our current processes
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Work closely with Marketing to drive advocacy in the form of testimonials,
case studies, reviews and event participation
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Partner with our Onboarding team to ensure the seamless transition into