Customer Success Manager (LATAM)

Location: LATAM

Department: Success Department

Role: Customer Success Manager (LATAM)

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.