Customer Success Manager

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Customer Success Manager (CSM) is responsible for ensuring that customers derive maximum value from a company's products or services. They act as a bridge between the business and its clients, focusing on fostering positive relationships and enhancing customer satisfaction. CSMs play a crucial role in onboarding new customers, providing ongoing support, and identifying opportunities for upselling and cross-selling. Through proactive engagement and strategic guidance, they help clients achieve their desired outcomes, thereby ensuring long-term loyalty and reducing churn rates. This role is vital for driving customer retention and growing the company's customer base.

- Bachelor's degree in Business, Marketing, Communications, or a related field
- 3+ years of experience in a customer success, account management, or related role
- Proven track record of managing customer relationships and driving retention and growth
- Excellent communication, interpersonal, and presentation skills
- Strong problem-solving and analytical abilities
- Proficiency in using customer relationship management (CRM) software, such as Salesforce or HubSpot
- Ability to understand and interpret customer data and metrics
- Strong organizational and project management skills
- Ability to work cross-functionally with teams, including sales, product, and support
- High level of empathy and customer-centric mindset
- Ability to manage multiple priorities and tasks in a fast-paced environment
- Experience with product demonstrations and training sessions
- Knowledge of industry trends and best practices in customer success
- Ability to design and execute customer success strategies and initiatives
- Demonstrated ability to drive customer satisfaction and advocacy
- Experience in developing customer success reports and presentations
- Flexible and adaptable, able to work in a dynamic and evolving environment
- Strong negotiation and conflict resolution skills
- Familiarity with online meeting and webinar tools (e.g., Zoom, WebEx)
- Willingness to travel for client meetings and events if required

- Engage with customers to understand their goals, needs, and challenges
- Monitor customer usage data and health metrics to proactively address issues
- Conduct regular check-ins and business reviews with clients
- Coordinate and lead customer training sessions and onboarding processes
- Develop and maintain strong relationships with key stakeholders
- Provide product demonstrations and best practices to enhance customer satisfaction
- Collaborate with sales, product, and support teams to ensure a seamless customer experience
- Identify and drive opportunities for account growth and expansion
- Resolve customer inquiries and escalate issues to appropriate teams
- Create and distribute customer success reports and presentations
- Gather and relay customer feedback to the product development team
- Develop and implement strategies for customer retention and reducing churn
- Create and maintain documentation, FAQs, and resources for customers
- Advocate for customers internally to ensure their needs are met
- Manage customer renewals and support contract negotiations
- Track and report on customer success KPIs and metrics
- Facilitate and host webinars, workshops, and customer events
- Stay up-to-date with industry trends and best practices in customer success
- Provide tailored solutions and identify opportunities for process improvement
- Design and execute customer outreach programs and initiatives

The ideal candidate for the Customer Success Manager role is a highly motivated and customer-centric professional with a strong sense of ownership and accountability. With a Bachelor's degree in Business, Marketing, Communications, or a related field, and over three years of experience in customer success, account management, or a related role, they have a proven track record of fostering customer relationships and driving retention and growth. They possess excellent communication, interpersonal, and presentation skills, alongside robust problem-solving and analytical abilities. Proficient in CRM software such as Salesforce or HubSpot, they can adeptly understand and interpret customer data and metrics. Their strong organizational and project management skills enable them to manage multiple priorities in a fast-paced environment effectively. The ideal candidate is highly empathetic, proactive, and capable of anticipating customer needs to deliver tailored solutions. They are adaptable, flexible, and can seamlessly work cross-functionally with sales, product, and support teams. With a high degree of professionalism and integrity, they excel at building and maintaining strong relationships and are results-driven with a focus on achieving targets. Additionally, they have experience in product demonstrations, training sessions, and creating comprehensive customer success reports. Tech-savvy and quick to learn new tools, they are persistent, determined, and capable of leading and influencing without authority. A positive attitude, resilience under pressure, and excellent time management and multitasking abilities round out their skill set, making them an innovative leader in customer success strategies and initiatives.

- Engage with customers to understand their needs, goals, and challenges.
- Monitor customer usage data and health metrics to proactively address issues.
- Conduct regular check-ins and business reviews with clients.
- Coordinate and lead customer training sessions and onboarding processes.
- Develop and maintain strong relationships with key stakeholders.
- Provide product demonstrations and best practices to enhance customer satisfaction.
- Collaborate with sales, product, and support teams to ensure a seamless customer experience.
- Identify and drive opportunities for account growth and expansion.
- Resolve customer inquiries and escalate issues to appropriate teams.
- Create and distribute customer success reports and presentations.
- Gather and relay customer feedback to the product development team.
- Develop and implement strategies for customer retention and reduce churn.
- Create and maintain documentation, FAQs, and resources for customers.
- Advocate for customers internally to ensure their needs are met.
- Manage customer renewals and support contract negotiations.
- Track and report on customer success KPIs and metrics.
- Facilitate and host webinars, workshops, and customer events.
- Stay up-to-date with industry trends and best practices in customer success.
- Provide tailored solutions and identify opportunities for process improvement.
- Design and execute customer outreach programs and initiatives.

- Strong sense of ownership and accountability
- Highly empathetic with a customer-centric mindset
- Proactive and able to anticipate customer needs
- Adaptable and flexible in a dynamic environment
- Excellent problem-solving skills
- Strong communication and interpersonal abilities
- Great attention to detail and organizational skills
- Highly collaborative and team-oriented
- Results-driven with a focus on achieving targets
- High degree of professionalism and integrity
- Self-motivated with a passion for helping customers succeed
- Creative and innovative in identifying solutions
- Strong analytical skills for interpreting customer data
- Ability to build and maintain strong relationships
- Positive attitude and resilience under pressure
- Excellent time management and multitasking capabilities
- Tech-savvy and quick to learn new tools and software
- Persistent and determined to resolve customer issues
- Capable of leading and influencing without authority

- Competitive salary based on experience
- Comprehensive health insurance plans (medical, dental, vision)
- 401(k) retirement plan with company matching
- Paid time off (PTO) and holidays
- Flexible working hours and remote work options
- Professional development and training opportunities
- Company-sponsored certifications and continuing education
- Performance bonuses and incentives
- Employee wellness programs and resources
- Parental leave and family support programs
- Employee assistance program (EAP)
- Life and disability insurance
- Travel reimbursement and allowances
- Access to the latest tools and technology
- Collaborative and inclusive work environment
- Opportunities for career growth and advancement
- Regular team-building activities and events
- Discounted gym memberships and fitness classes
- Employee referral program with bonus incentives