Customer Success Manager

USE Insider

4+ Years | Mexico City, Mexico (Hybrid) | Full Time | 6 months ago

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Job Summary

Insider, a B2B SaaS company, is seeking a Customer Success Manager for Mexico. The company offers an AI-native platform for Customer Experience and Marketing, enabling personalized experiences and driving growth. Insider has secured $500M in Series E funding and achieved unicorn status. The Customer Success Manager will be responsible for partner retention, CSAT, health score, and lock-in score, proactively working to improve these metrics. This role involves close coordination with Product Onboarding, Technical Account Management, and Account Management teams, serving as the primary contact for partners. Responsibilities include driving adoption and value recognition through best use cases, panel usage assistance, training, and consultative guidance on product utilization.

Must Have

Portfolio management
Relationship-building
Technical background (API documentation, HTML, CSS, XML, data structures, data flows)
University degree in Business, Marketing, Engineering or related fields
4+ years of experience in customer-facing roles (SaaS preferred)
Knowledge of digital marketing, martech, or advertising
Strong English and Spanish communication skills
High sense of responsibility and accountability
Strategic thinking and project management
Ability to establish strong customer relationships
Self-motivated and proactive

Good to Have

MBA is preferred
Experience in customer success, account management, or strategic consulting
Innovative ideas to improve customer loyalty and adoption

Perks & Benefits

Hard and soft skills training
Access to 16,000+ LinkedIn Learning courses
Opportunities to share expertise through training and workshops
Paid Spotify account subscription
International, diverse, and inclusive work environment
Opportunity to shape the future of customer experiences

Job Description

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

As a Customer Success Manager, you will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics.

You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner.

Job Description

Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition.
Your daily responsibilities will include providing the best use cases according to the partner, helping them with panel usage, training new partners, and being a consultant to use our products in the best way according to the partners' needs.
While this isn't a team management role, you will still have the opportunity to share your expertise with the rest of the team and even lead them in internal projects.

Role Expectations:

You will be expected to bring strong portfolio management and relationship-building skills to the role. Your ability to manage and nurture long-term relationships with partners will be crucial to success.
You will also need to have a technical background, which could be gained through either academic education or relevant work experience. This includes the ability to read API documentation, knowledge of HTML, CSS, and XML, and the ability to understand basic data structures and data flows.

What we expect from you

A university degree in Business, Marketing, Engineering, or related fields; MBA is preferred.
4+ years of relevant work experience in customer-facing roles, such as customer success, account management, or strategic consulting, preferably in a SaaS environment.
Knowledge or experience with digital marketing, martech, or advertising.
Strong communication skills in both writing and speaking (English & Spanish).
High sense of responsibility and accountability.
Strategic thinking with excellent project management skills.
Ability to establish a robust relationship with the assigned customer base.
Self-motivated, a proactive teammate with innovative ideas to improve customer loyalty and adoption.

Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)

We offer many hard and soft skills training to help you improve and challenge yourself. You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
You’ll have space to share your skills through training and workshops if you wish. Sharing is caring!
We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
You’ll have a chance to work in an international, diverse and inclusive environment
You’ll be part of an industry that’s shaping the future of customer experiences.
Don’t believe us? Just ask Google.

Was this position made for you?

So let’s talk! We’re curious bugs and can’t wait to get to know you.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!

11 Skills Required For This Role

Saas Business Models Team Management Account Management Communication Talent Acquisition Data Structures Agile Development Html Xml Monday Css

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