Join UserGuiding: Elevate User Experiences in LATAM as a Customer Success ManagerAbout UserGuiding:UserGuiding is playing an important role in the rapidly growing digital adoption market and have earned the trust of 2000+ companies all around the world. It is one of the Leading Software Tools for creating and improving the User Onboarding Experiences of all kind of Web Applications. We are a VC-backed Startup operating with a 100% remote team. We are committed to providing a work experience where all employees are treated as individuals & offered fair and equal opportunities no matter their background.About the LATAM Customer Success Manager Role:We're seeking a dedicated Customer Success Manager for LATAM to join UserGuiding. This role is crucial in driving customer success and acting as the primary contact for our LATAM customers, particularly in Brazil where we work with major clients like TOTVS, OLX, and Credico. You'll be pivotal in driving customer success, acting as the primary contact for our LATAM customers. Your role involves fostering strategic relationships, driving product adoption, and ensuring exceptional satisfaction throughout the customer journey. An understanding of B2B SaaS dynamics and experience with diverse customer sizes is crucial. As the go-to resource for UserGuiding, your focus will be on ensuring effective adoption of our products, directly impacting our customers' success. This role offers a unique opportunity to contribute significantly in a dynamic, rewarding environment. This role is designed for an Individual Contributor.Responsibilities:Customer Relationship Management: Develop and maintain strong relationships with customers in the LATAM region, understanding their needs and objectives.Onboarding and Training: Guide customers through the onboarding process, ensuring they effectively utilize UserGuiding's tools to enhance user experience.Product Advocacy: Educate customers about new features and best practices, aligning UserGuiding's offerings with their business goals.Feedback Loop Management: Act as a primary point of contact for customer feedback to our product and technical teams, facilitating continuous improvement.Success Planning: Work with customers to develop success plans that outline their goals and the steps required to achieve them.Performance Monitoring: Regularly review customer usage data to identify trends, provide insights, and proactively address potential issues.Cross-Functional Collaboration: Partner with sales, marketing, and support teams to ensure a cohesive customer journey.Customer Retention: Implement strategies to retain and grow the customer base in the LATAM region.Issue Resolution: Address customer concerns swiftly, escalating complex issues to relevant teams when necessary.Customer Advocacy: Encourage satisfied customers to become advocates of UserGuiding, enhancing our brand presence in the market.Qualifications:Bachelor's degree with at least 3 years in customer-focused roles, preferably in SaaS.This position is for native Portuguese speakers with advanced English language abilities.Strong communication, problem-solving, and relationship-building skills.Proactive and self-motivated, adept in a fast-paced environment.Effective project and time management skills.Our Offer:Competitive Salary: We ensure our team members are rewarded for their hard work and dedication.Top-Notch Tech: You'll be equipped with the latest technology to help you excel in your role.Remote Working Benefit Package: Enjoy the flexibility and benefits of our remote package.Monthly Wellbeing Support Allowance: We prioritize your health and wellbeing, offering a monthly allowance to support a balanced lifestyle.Continuous Learning & Development Support: Opportunities for growth and skill enhancement.
