Customer Success Manager – SMB, LATAM

• Manage the post-onboarding customer lifecycle for a book of SMB customers
• Own key metrics including Customer Health, Retention, and Expansion
• Build trusted partnerships with customers to understand needs and help achieve goals
• Engage with and share learnings across the wider Customer Success team
• Represent customer needs internally with product, sales, leadership, and other teams
• Maintain accurate records in Customer Success software
• Routinely engage customers to assess priorities and identify opportunities to promote the Roomvo Platform
• Advocate for customers by documenting requests and issues and identifying improvement areas

• At least 1-2 years of experience in a B2B Customer Success role
• Direct experience managing a book of business
• Ability to quickly get familiar with and prioritize technically complex processes and tasks
• Professional and comfortable engaging C-suite executives
• Ability to manage tight deadlines
• Comfortable using Google Workspace and Salesforce
• Excellent written and verbal communication skills
• Well-organized and able to manage multiple competing priorities
• SaaS experience is mandatory
• English language proficiency
• Fluency in French or Spanish is a bonus

• Remote-first work arrangement; employees encouraged to work from where they're most productive
• Inclusive, equitable, and accessible work environment
• Interview accommodations available on request
• Opportunity to create unique roles and compensation for the right talent