About Respond.ioFounded in Hong Kong in early 2017, 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, respond.io helps fast-growing companies 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.Our CultureSolve Customer Problems: Every effort must solve real customer pain points.The 80/20 Rule: Focus on the 20% of actions that create 80% of the value.100% Alignment, 80% Accuracy: Aim for alignment and clear goals.Be Direct: Give honest feedback and tackle problems head-on.Own It and Support Each Other: Step up, help out, and drive outcomes together.Build Human Connections: Work is better when we trust, care, and celebrate wins together.Role DescriptionAs a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role includes handling client onboarding, client retention, and success planning.ResponsibilitiesCollaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platformAssist customers during the onboarding process, ensuring a positive and smooth experienceDevelop and maintain strong relationships with both internal and external stakeholdersAct as a point of contact for customer issues and ensure timely resolutionGain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platformMonitor and report on customer satisfaction and platform usageFocus on maintaining high customer satisfaction and retention ratesAcquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsellsQualifications3+ years of B2B SaaS experience in Customer Success, Consulting, and Account ManagementExperienced in working with international customers and handling global accountsAttentive listener with an ability to address customer concerns effectivelyStrong communication skills in Spanish and MUST be fluent in English to convey complex ideas clearlySkilled in negotiating complex renewal contracts in a SaaS environmentProficient in optimizing complex business processesFamiliarity with business messaging platforms, CRM systems, and Customer Success toolsPassionate about digital transformation and understanding diverse businessesAbility to provide customer feedback and insights to various departments for product improvementDeep understanding of our products, industry trends, and competitionAble to quickly grasp technical concepts and keen to become an expert in our softwareAn agile team player excited by the fast-paced start-up environment and eager to make a differenceHere's what's in for youCulture built on trust, respect, collaboration, and belongingDiverse team from all over the world serving global customersOpportunity to grow more than you would anywhere elseSocial events (Pizza parties, birthday cakes, Laser tag, go-cart, paintball)Beer O'Clock on Fridays (and “we have it every day”)PlayStation/FIFA fun at the officeCompetitive compensation

Customer Success Manager (LATAM)

Emma

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About Respond.io:

rspd.link/MUMy

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