Customer Success Manager (LATAM)

Location: LATAM Department: Success Department Role: Customer Success Manager (LATAM) Mode: Full-time **About [Respond.io](http://Respond.io)** Founded in Hong Kong in early 2017, [respond.io](http://respond.io) is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place. Trusted by businesses in over 127 countries and recognized by G2 and SME100, [respond.io](http://respond.io) enables fast-growing companies around the world to capture, convert, and retain customers at scale. We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management! **Our Culture** At [respond.io](http://respond.io/), we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for: * **Solve Customer Problems:** Every effort must solve real customer pain points. No guesswork—just real feedback and clear value! * **The 80/20 Rule:** We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast. * **100% Alignment, 80% Accuracy:** We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first. * **Be Direct:** We give honest feedback, and tackle problems head-on. Clarity moves us forward! * **Own It and Support Each Other:** We step up, help out, and drive outcomes—together. * **Build Human Connections:** Work is better when we trust, care, and celebrate wins together. We’re a team! **Role Description** At [Respond.io](http://respond.io/), the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning. Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us. **Responsibilities** * Collaborate closely with customers to understand their goals and help them maximize the value of the [**Respond.io**](http://respond.io/) platform * Assist customers during the onboarding process, ensuring a positive and smooth experience * Develop and maintain strong relationships with both internal and external stakeholders * Act as a point of contact for customer issues and ensure timely resolution * Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the [**Respond.io**](http://respond.io/) platform * Monitor and report on customer satisfaction and platform usage * Focus on maintaining high customer satisfaction and retention rates * Acquire in-depth knowledge of the [**Respond.io**](http://respond.io/) platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells **Qualifications** * 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management * Experienced in working with international customers and handling global accounts * Attentive listener with an ability to address customer concerns effectively * Strong communication skills in Spanish and **MUST** be fluent in English to convey complex ideas clearly * Skilled in negotiating complex renewal contracts in a SaaS environment * Proficient in optimizing complex business processes * Familiarity with business messaging platforms, CRM systems, and Customer Success tools * Passionate about digital transformation and understanding diverse businesses * Ability to provide customer feedback and insights to various departments for product improvement * Deep understanding of our products, industry trends, and competition * Able to quickly grasp technical concepts and keen to become an expert in our software * An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference **Here's what's in for you** * You will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belong * You will join a diverse team of people from all over the world who are passionate about serving our global customers. * You will grow more here than you would anywhere else, that is a promise. * Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it! * Beer O'Clock on Fridays? Naah, we have it every day! * Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office! * You'll get to experience a very competitive compensation.