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Customer Success Manager - Mexico

Mexico City, Mexico (Hybrid)

Customer Success Manager - Mexico

2 Months ago • 2 Years + • Business Development • Undisclosed

About the job

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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’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, Avon, CNN, and the list goes on.

Having recently 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 USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the 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 eCommerce Personalization.

When our team founded Insider, they not only sought to create a product company, but 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 proactively driving adoption and retention. You will be managing a portfolio, building relationships with the customers, and ensuring the services they need to receive maximum impact.

Job Description

As a portfolio 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.
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.

What we expect from you

A university degree in Business, Marketing, Engineering, or related fields, MBA preferred
2+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization. SaaS experience is a benefit.
Strong communication skills in both writing and speaking (English & Spanish, Portuguese will be a plus!)
High sense of responsibility and accountability
Strategic thinking with excellent project management skills
To be customer-oriented and able to establish a robust relationship with the assigned customer base
To be self-motivated, a proactive teammate with innovative ideas to improve customer loyalty and adoption

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!

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