Customer Success Analyst, Fluent Spanish

• Manage a portfolio of customers and partners, including international operations with a focus on Mexico
• Lead strategic follow-up meetings and ensure execution of each customer’s success plan
• Monitor Health Score, usage, and engagement metrics, taking a proactive approach to retention
• Identify upsell, cross-sell, and revenue expansion opportunities within the customer base
• Develop action plans for at-risk customers and lead renewal negotiations
• Conduct platform demonstrations and product training sessions in Spanish
• Adapt communications and presentation materials to each customer’s context
• Track metrics such as churn, NRR, and MRR, identifying trends, risks, and opportunities
• Serve as Smartspace’s point of contact for customers and partners in Mexico
• Contribute to the evolution of the Ongoing playbook, customer engagement cadence, and follow-up routines

• Bachelor’s degree completed
• Experience managing a customer portfolio and driving strategic Customer Success at SaaS companies
• Fluent Spanish, with confidence leading meetings, presentations, and training sessions
• Ability to read and analyze metrics such as MRR, churn, NRR, and Health Score
• Experience developing and executing success plans
• Consultative, clear, and structured communication skills
• Familiarity with CRM and automation tools
• Use of Artificial Intelligence for data analysis and productivity gains
• Preferred: experience with omnichannel software
• Preferred: experience expanding recurring revenue
• Preferred: experience working with international customers and partners, especially in the Mexican or Latin American markets
• Preferred: experience serving customers in the financial services, healthcare, or retail sectors
• Preferred: experience conducting software demonstrations and customer training sessions

• Meal and Food Allowance Card + Flexible Benefits Card
• Internal Health and Wellness Program with ongoing initiatives
• 2 psychologist appointments per month
• 1 nutritional consultation per month
• Up to 70% discount on medications
• Health Insurance
• Dental Insurance
• Life Insurance
• Wellhub access
• Birthday Day Off
• Corporate Education Incentive
• Performance bonus