Customer Success Manager

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A Customer Success Manager plays a pivotal role in fostering strong relationships between a company and its clients, ensuring customer satisfaction and retention. This role involves understanding the unique needs and goals of each client, providing tailored support and resources to help them achieve success. A Customer Success Manager acts as a trusted advisor, proactively addressing issues and identifying opportunities for clients to maximize the value of the company's products or services. Through regular check-ins and performance reviews, they aim to boost client engagement, loyalty, and long-term partnerships, ultimately driving growth for the business.

- Bachelor's degree in Business, Marketing, or a related field.
- Proven experience in a customer success, account management, or customer support role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple priorities and tasks simultaneously.
- Proficiency with CRM software and customer success platforms.
- Analytical skills to interpret customer data and generate actionable insights.
- Ability to work collaboratively with cross-functional teams.
- Demonstrated ability to achieve high levels of customer satisfaction.
- Experience conducting training sessions or webinars.
- Understanding of key customer success metrics and best practices.
- Proven track record of reducing churn and driving customer retention.
- Ability to advocate for customer needs and feedback.
- Strong organizational and time-management skills.
- Ability to stay calm and professional under pressure.
- Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
- Familiarity with industry trends and product knowledge.
- Ability to travel occasionally for client meetings or conferences, if required.
- Fluency in English; additional language proficiency is a plus.

- Conduct customer onboarding sessions to ensure successful product adoption.
- Manage and resolve customer inquiries, requests, and concerns via email, phone, or chat.
- Proactively reach out to customers to provide updates, support, and educational resources.
- Monitor and analyze customer usage data to identify opportunities for account growth and upsell.
- Collaborate with the sales and product teams to communicate customer feedback and suggest improvements.
- Develop and deliver customized training sessions and webinars for customers.
- Create and update customer success documentation, such as FAQs and support articles.
- Conduct regular check-in meetings with high-value clients to review usage and address any concerns.
- Track customer health metrics and take action to reduce churn.
- Assist in the development of customer success strategies and best practices.
- Coordinate with the support team to prioritize and escalate critical customer issues.
- Identify and advocate for customer needs within internal teams.
- Develop and maintain strong, long-term relationships with customers.
- Prepare and present customer success reports to internal stakeholders.
- Participate in team meetings to discuss customer feedback and success stories.
- Ensure customers are leveraging product features to achieve their business goals.
- Address and resolve any billing or account issues that arise.
- Facilitate customer renewals by ensuring satisfaction and demonstrating ROI.
- Stay updated on product features, industry trends, and best practices in customer success.

The ideal candidate for the Customer Success Manager role is an empathetic and proactive individual with a proven track record in customer success, account management, or customer support. They hold a Bachelor's degree in Business, Marketing, or a related field, and possess excellent communication and interpersonal skills, enabling them to build and sustain strong, long-term relationships with customers. Demonstrating strong problem-solving abilities and attention to detail, they adeptly manage multiple priorities and tasks simultaneously, ensuring high levels of customer satisfaction and reducing churn. Proficiency in CRM software, customer success platforms, and Microsoft Office Suite, combined with the ability to interpret customer data to generate actionable insights, is essential. This candidate is tech-savvy, quickly learns new tools and systems, and excels in conducting training sessions or webinars. Adaptable and thriving in a dynamic environment, they are strategic thinkers with a focus on long-term customer success and possess strong organizational, time-management, and analytical skills. With a genuine desire to help others, they exhibit cultural sensitivity, integrity, and professional conduct in all interactions, making them a valuable team player who contributes positively to the company's mission.

- Conduct customer onboarding sessions to ensure successful product adoption.
- Manage and resolve customer inquiries, requests, and concerns via email, phone, or chat.
- Proactively reach out to customers to provide updates, support, and educational resources.
- Monitor and analyze customer usage data to identify opportunities for account growth and upsell.
- Collaborate with the sales and product teams to communicate customer feedback and suggest improvements.
- Develop and deliver customized training sessions and webinars for customers.
- Create and update customer success documentation, such as FAQs and support articles.
- Conduct regular check-in meetings with high-value clients to review usage and address any concerns.
- Track customer health metrics and take action to reduce churn.
- Assist in the development of customer success strategies and best practices.
- Coordinate with the support team to prioritize and escalate critical customer issues.
- Identify and advocate for customer needs within internal teams.
- Develop and maintain strong, long-term relationships with customers.
- Prepare and present customer success reports to internal stakeholders.
- Participate in team meetings to discuss customer feedback and success stories.
- Ensure customers are leveraging product features to achieve their business goals.
- Address and resolve any billing or account issues that arise.
- Facilitate customer renewals by ensuring satisfaction and demonstrating ROI.
- Stay updated on product features, industry trends, and best practices in customer success.

- Empathy and a genuine desire to help others
- Excellent communicator with strong listening skills
- Highly organized and detail-oriented
- Proactive in addressing and anticipating customer needs
- Adaptable and can thrive in a changing environment
- Ability to build and maintain strong relationships
- Skilled in conflict resolution and negotiation
- Persistent and determined to achieve positive outcomes
- Self-motivated with a continuous improvement mindset
- Tech-savvy with the ability to quickly learn new tools and systems
- Strategic thinker with a focus on long-term customer success
- Positive attitude and a team player
- Strong time-management skills
- Problem-solver with a creative and innovative approach
- Results-driven and goal-oriented
- Capable of handling high-pressure situations calmly
- Culturally sensitive and respectful of diversity
- Enthusiastic about the product and company mission
- Open to feedback and continuous learning
- High integrity and professional conduct in all interactions

- Competitive salary range commensurate with experience
- Comprehensive health, dental, and vision insurance
- Generous paid time off (PTO) and holiday schedule
- Flexible working hours and remote work options
- 401(k) plan with company match
- Opportunities for professional development and training
- Access to industry conferences and networking events
- Employee wellness programs including gym memberships
- Company-sponsored social events and team-building activities
- Performance bonuses and incentive programs
- Tuition reimbursement for further education
- Office snacks and beverages
- Transportation and commuting benefits
- Employee assistance program (EAP) for mental health support
- Clear career advancement pathways and promotion opportunities
- Supportive and inclusive company culture
- Paid parental leave
- Life and disability insurance
- Discounts on company products or services
- Technology stipend for home office equipment