JR Customer Success Manager (LATAM) (Pref Colombia)

About us 

We solve modern businesses' remote logistics and equipment management challenges. We are obsessed with building the best global remote workspace management platform. Our mission is to ensure people have equitable work experiences and opportunities regardless of their geographical location or remote work preferences.

Work From Anywhere

At GroWrk Remote, we work from anywhere (WFA), which is a workplace choice that enables our employees to work from wherever they choose. Work from anywhere in the world (with good wifi). We prioritize time for deep work weekly and only have meetings when we have to. So you can work around your life—not live around your work!

About the role 

As a JR Customer Success Manager, you play a critical role in ensuring our customers' success. Data-entry level role with growth opportunities. You will provide support to the CSM of the team in ensuring our customers' success. You will work closely with the rest of the team to improve our product based on the needs of the customers. Work along with other internal teams like Product, Sales, Marketing, and Logistics Operations to ensure a smooth service and help with proposals. You will be the point of contact for our customers, helping them maximize the value they receive from our solutions, driving adoption, and leading customer satisfaction. Build and maintain good relationships with our global customers. Ensure a successful use of our services. Provide support with renewals.

Responsibilities

• Customer Onboarding: Work closely with new customers to ensure they are setup for success from the beginning. This includes understanding their needs and goals, and guiding them through a structured onboarding process.
• Customer Retention: Develop relationships with customers to improve retention rates and reduce churn. Regularly check in with customers to understand their ongoing needs and adjust strategies as necessary.
• Cross-functional Collaboration: Work with operations, sales, marketing, and product teams to ensure a seamless customer experience from sales to product use. Share customer feedback and insights with these teams to inform product development and marketing strategies.
• Customer Success Strategy Development: Develop and implement customer success strategies to enhance customer experience, drive product adoption, and increase customer satisfaction.
• Data-Driven Decision Making: Leverage AI and data tools to predict customer needs, proactively address issues, and improve operational efficiency.
• Team Leadership: As you gain experience and knowledge, take on leadership roles within the team, lead key customer success initiatives, and contribute to company-wide customer success strategy..

• 1 or 2 years of experience in CSM roles
• Bachelor's Degree in Business Administration, Finance
• Experience in IT startups, SaaS business model
• Strong customer service skills and a customer-first mindset.
• Excellent verbal and written communication skills. Ability to effectively communicate with customers and cross-functional teams.
• Strong problem-solving skills and the ability to think on your feet to address customer issues and challenges.
• As you grow in the role, you will be expected to take on leadership in projects and more responsibilities within the team.
• Have previous experience in at least one of the following: fast-growth startup, top-tier management consulting, investment banking, or private equity.
• Experience with tools like Hubspot, Mixpanel, Churnzero, Zendesk, or similar.
• Ability to use data to inform decisions and strategies. Experience with AI and data tools is a plus.

Timezone

• Ideally, LATAM-based. Work must be undertaken in US time zones. 

Performance and Career Growth 

GroWrk Remote will help you reach your goals and grow in your career. We offer mentoring, regular check-ins, a feedback culture, and training resources to help you achieve your goals and objectives.

What do we offer? 

• A 100% WFA (Work From Anywhere) position with a people-centered company that values and fosters personal and professional growth
• Payment in USD
• Company equipment
• An outcome-driven environment that offers full flexibility in your working practices
• Learning budget
• In-person annual gathering