[Hiring] Senior Customer Success Manager @Minderest

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.