Role Description We are looking for motivated, service-oriented individuals to join our remote team as Customer Success Coordinators. In this role, you'll focus on supporting clients, coordinating services, and ensuring a positive, seamless experience throughout the entire process. This position is ideal for individuals who enjoy helping others, staying organized, and providing consistent, high-quality customer service. - Act as a primary support contact for clients throughout their service experience - Communicate with clients to understand needs, preferences, and timelines - Coordinate service details, reservations, schedules, and confirmations - Prepare and share client-facing documentation and summaries - Manage updates, changes, and adjustments efficiently and professionally - Collaborate with internal teams and external partners to ensure smooth coordination - Maintain accurate client records and organized documentation - Provide timely, solution-oriented responses to client inquiries Qualifications - 18 years of age or older - United States or Mexico residency (preferred) - Reliable computer and high-speed internet access - Professional communication skills - Self-motivated and dependable Requirements - Customer service and client relationship support - Strong written and verbal communication - Organization and attention to detail - Multitasking and time management - Problem-solving and adaptability - Ability to work independently in a remote environment Benefits - Comprehensive training and onboarding - Flexible scheduling (part-time or full-time) - Fully remote work environment - Opportunities for growth and advancement - Supportive team culture

• Setup customer accounts; facilitate onboarding; orient stakeholders; walk through administration portals; introduce support channels. • Identify expansion opportunities; analyze platform usage and customer environments; conduct success planning and strategy sessions; align business outcomes with product adoption. • Conduct assessments; recommend solutions and architectures across DSPM, Privacy, Data Security, and AI Governance offerings. • Perform technical health checks; assess data security, privacy, and AI governance posture; deliver quarterly value and adoption reviews. • Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights. • Build business cases; define value realization; articulate expansion opportunities; schedule checkpoint reviews with stakeholders. • Engage CISO, CIO, Chief Privacy Officer, and Data Leadership stakeholders with clear risk, status, and opportunity updates; support executive discussions and roadmap alignment. • Collaborate on adoption and expansion initiatives to drive customer success. • Operate with a long-term account assignment model tied to ARR and growth potential, typically covering Strategic and Enterprise accounts with significant annual contract value. • Own the technical success plan and adoption roadmap; influence expansion and renewal outcomes in partnership with Sales and Customer Success leadership.

• Ser el dueño de la relación técnica con los clientes: desde el primer contacto hasta que su integración esté en producción y creciendo. • Guiar a los merchants durante el onboarding técnico, asegurando una experiencia de integración vía API clara, rápida y sin fricción. • Analizar los requerimientos técnicos y de negocio de cada cliente y proponer la solución más adecuada dentro de la plataforma Monato. • Monitorear el progreso de cada integración y actuar proactivamente ante cualquier bloqueo o riesgo de retraso. • Colaborar con los equipos de Producto y Desarrollo para escalar bugs, proponer mejoras y, en casos específicos, impulsar customizaciones para clientes estratégicos. • Liderar el soporte técnico tras el lanzamiento de nuevos productos, garantizando que el equipo esté capacitado y listo. • Mantener documentación técnica actualizada y crear materiales de referencia (guías, ejemplos, FAQs) que reduzcan la fricción de integración. • Gestionar las expectativas del cliente con honestidad y proactividad, asegurando su satisfacción en todo momento.

• Setup customer accounts; facilitate onboarding; orient stakeholders; walk through administration portals; introduce support channels. • Identify expansion opportunities; analyze platform usage and customer environments; conduct success planning and strategy sessions; align business outcomes with product adoption. • Conduct assessments; recommend solutions and architectures across DSPM, Privacy, Data Security, and AI Governance offerings. • Perform technical health checks; assess data security, privacy, and AI governance posture; deliver quarterly value and adoption reviews. • Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights. • Build business cases; define value realization; articulate expansion opportunities; schedule checkpoint reviews with stakeholders. • Engage CISO, CIO, Chief Privacy Officer, and Data Leadership stakeholders with clear risk, status, and opportunity updates; support executive discussions and roadmap alignment. • Collaborate on adoption and expansion initiatives to drive customer success. • Operate with a long-term account assignment model tied to ARR and growth potential, typically covering Strategic and Enterprise accounts with significant annual contract value. • Own the technical success plan and adoption roadmap; influence expansion and renewal outcomes in partnership with Sales and Customer Success leadership.