Customer Success Manager, ContactMonkey

• 2+ years experience in a customer relationship management role - preferably in a B2B SaaS environment
• Proven track record of meeting and exceeding retention targets across a book of business
• Proven track record of driving growth revenue through increased platform adoption and broader product usage across customer accounts
• Native or professional fluency in Spanish and English is required. You will be responsible for handling renewals, onboarding, and day-to-day success metrics for our Spanish-speaking portfolio
• Experience delivering software training with the ability to convey information in a clear, digestible manner
• Ability to solve problems effectively and timely
• Strong project management and detail oriented organizational skills
• Excellent communication and teamwork skills
• Ability to work independently and collaboratively

Desirable

• As a Customer Success Manager, Mid-Market at ContactMonkey, you’ll be responsible for managing a portfolio of mid-market accounts and ensuring their continued success with the platform
• Your primary focus will be to onboard, manage, and retain customers, while also supporting expansion across your book of business
• This role directly impacts customer satisfaction, adoption, retention, and overall revenue growth at ContactMonkey
• You’ll work closely with Sales, Product, and Support to ensure the customer’s voice is represented across the organization
• You’re comfortable uncovering customer needs and identifying growth opportunities, supporting upsell and cross-sell conversations in a way that delivers value to the customer
• Our Customer Success team is looking for a motivated individual with 2+ years of customer-facing experience and a strong foundation in relationship-building to join our growing team
• In this role, you’ll own customer relationships, drive product adoption and engagement, increase customer value over time, and act as a trusted partner throughout the customer lifecycle
• The ideal candidate is collaborative and eager to learn, with the ability to work cross-functionally to support customer outcomes
• If you’re proactive, curious, and excited to grow your career in Customer Success, this role could be a great fit
• Own and manage a portfolio of mid-market accounts, ensuring strong adoption, engagement, and customer satisfaction
• Onboard new customers through training of best practices
• Drive retention across your book of business while identifying opportunities for expansion and growth
• Collaborate closely with Sales, Product, and Support to deliver a seamless customer experience
• Facilitate the customer’s product journey through support touch-points; including business reviews, identifying upsell/cross sell opportunities and providing recommendations on best practices
• Conduct client outreach and manage customer expectations to drive customer retention and growth
• Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn