Senior Customer Success Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Senior Customer Success Manager is responsible for nurturing and expanding relationships with key clients to ensure they derive maximum value from the company's products and services. This role involves developing strategic plans to drive customer satisfaction, retention, and growth, while also identifying opportunities for upselling and cross-selling. They act as the main point of contact for major accounts, offering expert guidance, support, and solutions to enhance the customer experience. Additionally, they collaborate with internal teams to address client needs and feedback, continuously improving processes and the overall customer journey.

- Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field.
- 5+ years of experience in a customer success, account management, or related role.
- Proven track record of managing relationships with key stakeholders and decision-makers.
- Strong understanding of customer success principles, best practices, and methodologies.
- Excellent communication and interpersonal skills with the ability to build and maintain relationships.
- Ability to analyze data, generate insights, and use data-driven decision-making.
- Proficient in using CRM software (e.g., Salesforce, HubSpot) and other customer success tools.
- Strong project management skills and the ability to handle multiple priorities concurrently.
- Experience in conducting training sessions, workshops, and delivering presentations.
- Ability to work collaboratively with cross-functional teams, including Sales, Product, and Support.
- Proven experience in driving customer growth, retention, and satisfaction.
- Familiarity with the industry and market trends relevant to our products and services.
- Strong problem-solving and critical-thinking skills.
- Ability to develop and execute strategic customer success plans.
- Experience in leading renewal and upsell initiatives.
- Excellent organizational and time-management skills.
- Ability to manage complex customer issues and escalations effectively.
- Strong technical aptitude and ability to quickly learn and understand new software products.
- Willingness to travel as required to meet with customers and attend industry events.
- High level of self-motivation and ability to work independently and as part of a team.

- Build and nurture lasting relationships with key stakeholders within assigned customer accounts.
- Serve as the primary point of contact for escalations and complex customer issues.
- Develop and execute Customer Success Plans tailored to each customer's objectives.
- Identify and communicate opportunities for growth and optimization within customer accounts.
- Lead strategic business reviews to ensure customers are fully leveraging our solutions.
- Advocate on behalf of customers during internal meetings with other departments.
- Coordinate internal resources to deliver exceptional value and service to customers.
- Onboard new customers, ensuring they are set up for success from day one.
- Track and report on key customer success metrics and key performance indicators (KPIs).
- Provide regular updates to senior management on customer health and account performance.
- Engage in continuous learning to stay up-to-date with product knowledge and industry best practices.
- Develop and refine Customer Success strategies, processes, and documentation.
- Drive customer renewals by maintaining high levels of customer engagement and satisfaction.
- Collaborate with the sales team on upsell and cross-sell opportunities.
- Identify and implement improvements to optimize the customer journey.
- Deliver training and workshops to enhance product adoption and usage.
- Manage customer feedback loops to improve product offerings and customer satisfaction.
- Maintain detailed and accurate records of customer interactions in CRM systems.
- Participate in industry events and forums to represent the company and gather customer insights.

The ideal candidate for the Senior Customer Success Manager role is a seasoned professional with over five years of experience in customer success, account management, or a related field, who holds a Bachelor’s degree in Business Administration, Marketing, Information Technology, or a similar discipline. They possess a robust track record of managing relationships with key stakeholders and decision-makers, demonstrating exceptional communication and interpersonal skills that enable them to build and maintain strong, lasting relationships. Proficient in CRM software and customer success tools, they excel at data analysis, leveraging insights to drive data-driven decision-making and develop strategic customer success plans tailored to each client's objectives. The ideal candidate is a proactive problem-solver with high emotional intelligence, resilient and adaptable to changing customer needs and market dynamics, and adept at managing complex projects and multitasking in a fast-paced environment. They are not only strategic thinkers focused on long-term customer success and business outcomes but also innovative and detail-oriented, with a commitment to continuous learning and staying abreast of industry trends. This candidate is a collaborative team player, effective negotiator, and persuasive influencer, who thrives in cross-functional settings and exhibits high levels of self-motivation, professional integrity, and the ability to work independently. Their experience in driving customer growth, retention, and engagement, combined with strong leadership qualities and excellent presentation skills, positions them to deliver exceptional customer experiences and achieve measurable business outcomes.

- Engage with key stakeholders and decision-makers at customer organizations to understand their business objectives and align our solutions to meet their needs.
- Conduct regular check-ins and meetings with customers to review product usage, address challenges, and identify opportunities for deeper engagement or additional services.
- Monitor customer health metrics and create strategic plans to improve customer satisfaction, retention, and expansion.
- Analyze data and customer feedback to inform account strategies and to ensure customers derive maximum value from our products and services.
- Collaborate with cross-functional teams, including Sales, Product, and Support, to advocate for customer needs and drive continuous improvement.
- Develop and deliver training sessions and workshops to educate customers on product features, updates, and best practices.
- Proactively identify risk factors within accounts and develop mitigation plans to address potential issues before they escalate.
- Facilitate onboarding processes for new customers, ensuring a smooth transition and successful product adoption.
- Prepare and present quarterly business reviews (QBRs) with key accounts to demonstrate value delivered and align on future goals.
- Share customer insights and feedback with internal teams to influence product roadmap and enhance overall customer experience.
- Drive renewal and upsell initiatives by identifying expansion opportunities and leading value-based discussions with customers.
- Maintain accurate and up-to-date records of customer interactions, activities, and progress in CRM systems and other tracking tools.
- Collaborate on the development and optimization of customer success processes, tools, and resources.
- Respond promptly to customer inquiries and issues, providing resolution in a timely and professional manner.
- Stay informed about industry trends, competitive landscape, and market shifts to better serve and advise customers.

- Strong customer-centric mindset with a passion for delivering exceptional customer experiences
- Effective communicator with excellent verbal and written communication skills
- Proactive approach to problem-solving with strong analytical skills
- High emotional intelligence and ability to build rapport quickly with diverse stakeholders
- Adept at managing complex projects and multitasking in a fast-paced environment
- Strategic thinker with a focus on long-term customer success and business outcomes
- Collaborative team player who thrives in a cross-functional environment
- Resilient and adaptable to changing customer needs and market conditions
- Detail-oriented with strong organizational and time-management abilities
- Self-starter with a high level of initiative and a proactive approach to tasks
- Strong negotiation skills with the ability to influence and drive decisions
- Commitment to continuous learning and staying up-to-date with industry trends and best practices
- Demonstrated ability to drive customer engagement and achieve high satisfaction levels
- Excellent presentation skills with the ability to convey value effectively to different audience levels
- Innovative thinker who can develop creative solutions to address customer challenges
- Results-driven with a focus on achieving measurable business outcomes
- Strong leadership qualities with the ability to mentor and support team members
- Tech-savvy with the ability to quickly learn and apply new technologies
- High level of integrity and professionalism in all interactions
- Patience and perseverance in managing and supporting complex customer relationships

- Competitive salary range: $100,000 - $130,000 annually
- Comprehensive health insurance (medical, dental, vision)
- Flexible working hours and remote work options
- Generous paid time off (PTO) and holidays
- 401(k) retirement plan with company match
- Professional development and training opportunities
- Tuition reimbursement program
- Employee wellness programs
- Paid parental leave
- Life and disability insurance
- Employee assistance program (EAP)
- Stock options or equity participation
- Performance-based bonuses
- Monthly or quarterly team-building activities and events
- Access to industry conferences and networking events
- Supportive and collaborative work environment
- Opportunities for career growth and advancement
- Company-provided equipment and technology
- Regular employee recognition and rewards programs
- Commuter benefits or transportation allowance