Minderest

• Tu foco principal será el engagement, la retención y el crecimiento del cliente, construyendo relaciones que te posicionen como asesor/a estratégico/a durante todo el ciclo de vida. • Gestión estratégica de cuentas: Gestionar de principio a fin una cartera amplia y mixta, con foco en cuentas enterprise estratégicas junto a un segmento de cuentas SMB, construyendo relaciones a largo plazo con líderes de pricing, e-commerce y categoría, hasta nivel C-suite. • Segmentación del servicio: Aplicar un modelo de atención por niveles (high-touch en cuentas estratégicas, procesos escalables en SMB) para maximizar retención y eficiencia en toda la cartera. • Retención y prevención de churn: Responsabilizarte de la retención bruta de tu cartera, detectando señales de riesgo de forma temprana y ejecutando planes de recuperación antes de que impacten en la satisfacción o la renovación. • Crecimiento y expansión: Identificar e impulsar oportunidades de upselling y cross-selling en la cartera, en colaboración con el equipo de Ventas (AEs) en las operaciones de mayor tamaño, contribuyendo directamente a los objetivos de net revenue retention. • Implementación y adopción: Liderar el onboarding y la adopción de la plataforma, asegurando un time-to-value rápido y el uso completo de las funcionalidades clave. • Engagement ejecutivo: Dirigir business reviews, workshops y sesiones de formación ejecutiva que conecten el uso de la plataforma con los objetivos comerciales del cliente. • Asesoramiento basado en datos: Elaborar y presentar informes de rendimiento con herramientas de analítica y BI, convirtiendo datos de uso y de mercado en recomendaciones de nivel ejecutivo. • CRM y excelencia operativa: Mantener los datos de cuentas actualizados en HubSpot, contribuir a la mejora de playbooks y flujos de trabajo, y garantizar los estándares de servicio. • Colaboración interna: Trabajar con Ventas, Marketing, Producto y Operaciones para cerrar el ciclo de feedback y ofrecer una experiencia de cliente integral.

Role Description We are looking for a Senior Customer Success Manager with a passion for consultative selling and operational excellence. You will own a portfolio of strategic enterprise accounts across North America and LATAM and be accountable for their success, driving engagement, adoption, retention, and growth. You will act as a trusted advisor to pricing and e-commerce leaders, turning product value into measurable business outcomes. As a Customer Success Manager, your primary focus will be customer engagement and satisfaction, building customer relationships to become a strategic and trusted advisor throughout the customer lifecycle. This includes: - Customer relationship management: Proactively manage strategic accounts to build and maintain strong long-term relationships. Understand their unique needs and challenges to tailor solutions that deliver value. - Implementation and Adoption: Guide clients in the successful implementation of our platform, ensuring a quick adoption and full understanding of its functionalities. - Education: Provide ongoing training to customers to optimise their use of the platform, developing educational materials and resources to enhance the customer experience. - Workshops and executive training: Organize and conduct workshops and training sessions for executives and detect/arrange growth opportunities always aligned with their needs and objectives. - Growth Initiatives: Proactively identify upselling opportunities within the assigned customer base and implement growth actions that align with both our business objectives and the success of our customers. - Customer retention: Manage customer retention and account expansion, proactively managing churn risk situations, identifying potential problems and proposing solutions before they affect customer satisfaction. - Data Analytics: Prepare and present comprehensive reports on customer performance, identifying opportunities to inform decision-making and strategy development at the executive level, using data analytics and business intelligence tools. - Operational Excellence: Champion operational excellence through continuous improvement of processes and practices. Ensure the highest levels of service delivery and customer satisfaction. - CRM Management: Maintain up-to-date and accurate customer records in CRM systems and contribute to improved workflows. - Internal Collaboration: Collaborate with internal teams, such as sales, marketing, operations, and product development, to ensure a holistic customer experience and align efforts to achieve customer success. Qualifications - 2-3 years of experience in a similar position, preferably in a SaaS company. - English and Spanish High level / bilingual. - Comfortable with CRM and modern Customer tools (HubSpot preferred), plus Google Suite. - Excellent verbal and written communication skills, including the ability to present, manage meetings or hold webinars. - Detail-oriented with an obsession for efficiency. - Strong analytical skills and ability to use data to inform decisions. - Ability to engage in client relationships at all levels, including C-suite level. - Outstanding ability to collaborate effectively across multiple departments within the company. - Proactivity and ability to adapt to change in a complex and dynamic environment. - Experience in implementing SaaS solutions with demonstrated enthusiasm for technology and technical aptitude. - Negotiation and sales skills with a focus on results. Requirements - Base Salary Range: $70,000 - $80,000 individually negotiated based on your experience. - Additional bonus for meeting the department's strategic objectives. - Full-time permanent position. - Individual coverage Health Reimbursement. - Paid vacation and a flexible work schedule. - Professional Development: Annual budget for training to support your growth. - Location: US East Coast (Florida preferred). Remote-first, hybrid possible by location. - Culture: Join a youthful, diverse, and global organisation committed to innovation and excellence. Selection Process - Background Checks and verification of professional references. - Skill Evaluation: Assignment-based case studies and role plays to assess Customer capabilities and strategic thinking. - Interviews: Engage with the VP of Customer Experience, Growth, Team Lead of CS, and People to discuss your fit and potential contributions. Why Join Minderest? - Proven Expertise: Collaborate with industry leaders and work on cutting-edge price intelligence solutions. - Innovative Environment: Be part of a company that prioritizes innovation and excellence, driving rapid growth and market leadership. - Global Impact: Plays a key role in building customer loyalty for Minderest across North America, working with prestigious clients such as HP, L’Oréal, and eBay. - Ownership and Growth: Take significant ownership of your role and contribute directly to the company’s success and your professional growth.