Why This Role Exists
We are seeking a proactive Customer Success Manager (CSM) for one of our clients. The CSM will manage client relationships, onboard new customers, resolve concerns, and help drive customer satisfaction and retention.
The ideal candidate is an excellent communicator with prior client-facing experience and a strong customer-first mindset. Bilingual English and Spanish proficiency is required, along with availability to work U.S. Pacific Time (PT) hours.
What You’ll Be Responsible For (Outcomes)
1. Customer Onboarding
Guide new clients through the onboarding process
Explain services, processes, and expectations clearly
2. Client Relationship Management
Maintain strong relationships through calls, emails, and video meetings
Proactively communicate with clients and address their needs
3. Issue Resolution
Respond to customer questions and concerns promptly
Coordinate with internal teams to resolve issues effectively
4. Customer Success & Retention
Provide guidance and best practices to help clients maximize value
Identify opportunities to improve engagement and retention
What You’ve Done Before
Experience in Customer Success, Customer Support, Account Management, or a similar client-facing role
Strong verbal and written communication skills
Fluent in English and Spanish
Experience working with U.S.-based customers is a plus
Bachelor’s degree in any field
Who You Are
Customer-Focused: You prioritize customer satisfaction and relationship building
Proactive: You anticipate needs and follow up consistently
Communicative: You communicate clearly and professionally
Problem-Solver: You can resolve issues independently and effectively
Organized: You can manage multiple clients and priorities
Self-Managed: You work well independently in a remote environment
Who This Is NOT For
Candidates without client-facing experience
Those uncomfortable with calls and video meetings
Candidates who are not fluent in both English and Spanish
Individuals unable to work U.S. Pacific Time hours
What Success Looks Like
Clients are successfully onboarded and well-supported
Customer concerns are resolved quickly and professionally
Strong client relationships and engagement are maintained
Customer satisfaction and retention remain high
Minimum Technical & Work Environment Requirements
Internet Connection:
Primary: 15 Mbps minimum
Backup: 10 Mbps minimum, must support continuity during power outages
Primary Device:
Desktop/laptop with Intel Core i5 (8th gen+), Intel Core i3 (10th gen+), AMD Ryzen 5, or equivalent
Minimum 8 GB RAM
Backup Device:
Meets or exceeds Intel Core i3 performance
Functional during power interruptions
Workspace & Equipment:
Webcam and noise-canceling USB headset
Quiet, dedicated home office space
Smartphone for customer communication and verification
Benefits
Dynamic Team: Join a collaborative, innovative culture that values your contributions
Continuous Learning: Gain skills in operations, logistics, and customer success
Career Growth: Access clear pathways to advance your professional journey
High-Energy Environment: Thrive in a fast-paced, outcome-driven workplace
Flexible Work Setup: Work from home or a location that maximizes your productivity
Work-Life Integration: Enjoy reduced commute stress while maintaining peak performance