Customer Success Manager Mexico City

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY? Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)! We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less. With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.
We are Loadsmart, and we have recently created a new Customer Success Manager position to help us optimize top talent at our growing company. We are seeking an innovative, agile, data-oriented CS enthusiast who thrives in a dynamic and fast-paced global company. You will manage a customer portfolio while ensuring high levels of satisfaction, enabling and educating users, expanding our wallet share with them over time, ensuring contract renewals and customer retention, and building strong relationships with clients. You will be directly responsible for monitoring your customers’ life cycle and will also actively contribute to building and strengthening our customers’ journey, focusing on the delivery of the best possible experience.

REPORTING TO: Customer Success Manager

LOCATION: Mexico City

WHAT YOU GET TO DO...

• Monitor onboarded customers in order to ensure their product adoption and partner with the Onboarding team to support achievement of milestones, if needed.

• Guide onboarded customers along their life cycle in our ongoing service model by understanding their business needs, key objectives and technical capabilities.

• Identify and manage potential risks related to customers' expected results, product adoption, disengagement and dissatisfaction with the service.

• Identify and leverage opportunities that will lead the customers to achieve better results and for our products to evolve.

• Ensure contract renewals.

• Retain customers whose departure can be avoided.

• Upsell and cross-sell to customers who can benefit from additional services.

• Drive resolution of account issues, including billing, support, product, and other departments

• Represent the voice of the customer to proactively provide input and feedback to Sales, Product, Finance, Support and other departments.

• Interview and survey customers according to our feedback gathering process.

• Learn the product in depth to become a subject matter expert in system functionality.

• Monitor customers’ interactions with our Support team to make sure their expectations are met and help drive resolution.

• Contribute to building and strengthening our onboarding and ongoing service models;

• Contribute to building and strengthening our processes.

YOU HAVE EXPERIENCE…

• 2+ years of experience as a Customer Success Analyst or Account Manager for SaaS products.

• Proven track record of working in a customer-facing role.

• Excellent English language skills.

• Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations.

• Customer-oriented: genuine interest in the customer’s business and in what the customer says and expects.

• Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results.

• Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers.

• Influence: ability to map customers’ internal political environment and to positively influence the decision-making process.

• Data analysis: ability to understand and interpret data with a focus on generating insights.

• Results-oriented: ability to understand the goal, keep yourself motivated and consistently keep focusing on the outcome, no matter the obstacles.

• High technical aptitude and overall understanding of technology

• Experience with CRM, preferably Salesforce, is a plus.

WORKING AT LOADSMART: • Competitive base salaries - we believe in rewarding top talent • Extremely competitive Equity package - become a shareholder in our company! • Loadie Time Off - PTO and sick days without a limit At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability. It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale.