Junior Customer Success Manager

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

We’re looking for a highly motivated Junior Customer Success Manager to partner with our brand, retailer, and supplier accounts throughout their journey with Inspectorio. You’ll serve as a reliable guide for best practices, driving daily platform adoption, and ensuring operational success. In this role, you will either manage a portfolio of growing accounts or partner with Senior CSMs to support key enterprise clients. You’ll use data to monitor account health, align with cross-functional teams, and build the foundation for long-term customer success.

What you'll do

• Portfolio Management: Manage a portfolio of growth/mid-market accounts or assist Senior CSMs with enterprise-level accounts to drive platform adoption and user engagement.
• Relationship Building: Build strong, trust-based relationships with customer stakeholders, focusing on day-to-day platform users and operational managers, through regular check-ins and training sessions.
• Platform Optimization: Assist customers in configuring and optimizing their quality, production management, responsible sourcing, traceability, and compliance workflows within the Inspectorio platform.
• Data & Health Monitoring: Monitor customer usage and performance data to provide health insights, proactively identify adoption risks, and recommend basic actions to improve user outcomes.
• Commercial Support: Support the renewal process and help identify potential upsell and cross-sell opportunities, escalating them to Sales or Senior CSMs as needed.
• Issue Resolution: Troubleshoot common platform issues, answer "how-to" questions, and coordinate with internal support teams to resolve customer escalations efficiently.
• Cross-functional Collaboration: Collaborate closely with Product to communicate customer feedback, stay updated on new features, and help customers maximize product capabilities.
• Documentation: Maintain accurate, real-time documentation of customer health, adoption milestones, daily activities, and platform configurations in our CS systems.
• Process Improvement: Contribute to improving playbooks, enablement materials, and operational processes to enhance team consistency and the overall customer experience.

Qualifications

• Experience: 3+ years of experience in a customer-facing role (Customer Success, Account Management, Customer Support, or similar B2B SaaS environment).
• Languages: Fluency in English and Spanish is a must.
• Communication: Excellent interpersonal and communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Consultative Approach: Eagerness to develop consulting skills, actively listen, ask thoughtful questions, and translate customer needs into actionable platform configurations.
• Adaptability: Ability to learn quickly, adapt to a complex product domain, and manage time effectively in a fast-paced environment.
• Analytical Mindset: Comfortable looking at data dashboards to interpret basic usage trends and account health.
• Tech-Savvy: Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools is a plus.
• Global Flexibility: Ability to work flexible hours to support and accommodate international customers across different time zones.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working Environment: Whether from home, our global hubs or a coffee shop, work where you're most comfortable.

• 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.
• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.

• 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.