Customer Success Manager, Landbot

• If you love happy users, engaged companies, and successful customers, this is your role!
• A customer-first, positive and energetic attitude
• Technology and SaaS experience
• Knowledge and passion for no-code technology and infrastructure
• Expertise at facilitating an account management review with multiple stakeholders including technical stakeholders (PMs, Admins, Ops managers) and executive leaders
• Capacity to work independently and use appropriate judgement in decision-making with a results-driven orientation
• Excellent live presentation skills with an excitement and drive to facilitate multiple customer meetings, demos and negotiations on a daily basis
• Excellent written communication skills with a clear process for proactively nurturing and adding value to customers through email and calls
• Excellent problem-solving, project management and analytical thinking skills
• Deep understanding of the main startup metrics/KPIs. Knowledge of Customer Success metrics is important
• Fluency in English & Spanish

Desirable

• We're on the lookout for a Customer Success Manager (English - Spanish) to join the Success team at Landbot
• For a Customer Success Manager it is all about guaranteeing that our customers get the most out of using our product
• You´ll become a Landbot expert and use that knowledge to advise +3,500 customers on how to successfully use Landbot to achieve their goals
• Planning, executing, and iterating Customer Retention strategies to ensure financial health
• Responding to incoming requests for assistance via email, chat, and video call from Managed Accounts
• Reporting customer feedback/issues to departments such as Product, Finance Sales, and Support to ensure alignment and coordination in delivering exceptional customer experiences
• Customer Onboarding: Guide new customers through the onboarding process, helping them set up and customize their Landbot experience to align with their specific needs and goals
• Customer Engagement: Regularly engage with customers to understand their business objectives and challenges, ensuring they are fully utilizing Landbot's features and capabilities
• Retention and Growth: Monitor customer health metrics and proactively address any potential issues that could affect satisfaction, retention, or growth. You will need to partner with our customers to define clear objectives for their use of Landbot, track their progress and ensure these goals are met
• Product Adoption: Proactively drive the adoption of new features and best practices, ensuring customers are leveraging Landbot to its full potential
• Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations, acting as a trusted advisor and advocate for their success
• Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional features, services, or plans that can further enhance the customer's experience and success with Landbot. Special attention should be given to High-Potential clients, Ideal Customer Profiles (ICPs), and target market segments to maximize value and drive growth effectively
• Reporting and Analysis: Provide regular reports on customer engagement, success metrics, and areas for improvement to internal teams and leadership

• 1️⃣ HR - We know each other, we know your concerns, validate details and experience and we tell you more about Landbot (20 min)
• 2️⃣ Role-play & Team interview- We’ll share a customer success challenge so you can show us all your skills, use of good practices, playbooks, etc. We’ll go deeper into your Customer Success knowledge and skills, as well as your experience and vision regarding customer retention (60 min)
• 3️⃣Meet the VP Success & Sales - Initial interview to get to know each other. We will check your background and customer centric mindset and you will see if we are a good fit for you! (45 min)
• 4️⃣ Met the CEO (15 min)