Customer Success Manager, Latam

About the role

Our Customer Success Manager role is a fantastic opportunity for you if you are a customer-focused professional with at least 2–3 years of SaaS Customer Success or Account Management experience. You’re the epitome of a self-starter who will go to great lengths in order to maintain the absolute highest levels of satisfaction among Invicti’s customer base. Your thrill of working within fast-paced environments only adds to your ability to exercise your strategic mindset. Because of you, all clients in your portfolio consistently realize the value of their investment, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

Responsibilities

• Lead all post-sales activities for Invicti's customers through strong relationship-building, product knowledge, planning, and execution
• Act as the voice of the customer
• Work cross-functionally with Sales, Marketing, Product, Engineering, and Development Teams to ensure consistent and strong customer messages are embedded within everything we do
• Retain long-term partnerships by independently renewing and expanding successful customers
• Dominate quarterly metrics concerning customer retention, price increase, and upselling
• Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Conduct Quarterly Business Reviews in order to drive positive customer outcomes
• Independently analyze data in order to discover insights that drive recommendations for clients
• Track accounts to identify churn risks and work proactively to mitigate such risks
• Work closely with LATAM channel partners to further develop and expand our LATAM business

Requirements

• A minimum of 2–3 years of experience in Customer Success or Account Management
• Professional English and Spanish verbal and written communication
• Experience building relationships with clients
• Familiarity with managing customer renewals and upsells
• Strong presentation, meeting facilitation, and written communication skills
• Excellent time management and organizational skills with the ability to track numerous details
• Desire to work in a dynamic start-up in which your input is encouraged in order to help craft offerings and interaction with clients
• Experience working with channel partners to support customer needs
• Willingness to travel to customer locations

Benefits

• Health & Wellness:
  • Health Insurance: 100% of employee premiums covered; 75% for dependents
  • Vision & Dental Insurance: 100% of employee premiums covered; 50% for dependents
  • Coverage effective first day
  • Employee Assistance Program: 24/7 life coaching, dependent care, elder care, financial & legal support, wellness coaching, new parent support
  • Parental Leave: 16 weeks paid for birthing parent; 4 weeks paid for non-birthing/bonding parent
• Financial Well-being:
  • 401(k) Savings Plan: 50% company match up to 6% with 100% annual cliff vesting
• Adult/Life Balance:
  • Hybrid: Twice a week from our Austin office
  • Discretionary Time Off: Flexible vacation schedule without accrual wait
  • Quarterly Thrive-Wellness Days: One extra vacation day per quarter
  • Volunteerism Time Off: 5 days per year to participate in volunteer activities of your choice
  • Paid Birthday Off
• Recognition & Growth:
  • Ongoing recognition & rewards
  • Culture that emphasizes personal and professional growth