Bilingual Customer Success Manager
Catena
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as primary point of contact for English- and Spanish-speaking customers
- Build strong, trust-based relationships through regular communication
- Understand customer goals, challenges, and success criteria
- Communicate via email, chat, phone, or video in the customer’s preferred language
- Translate complex product concepts into clear, accessible explanations
- Handle inquiries and requests with professionalism and empathy
- Guide new customers through onboarding in English or Spanish
- Deliver product walkthroughs and training sessions as needed
- Support customers in understanding features, workflows, and best practices
- Monitor usage and engagement to identify support needs early
- Proactively assist customers in reaching early wins and long-term value
- Track customer health metrics, usage trends, and engagement signals
- Identify risks, underutilization, or churn indicators
- Surface upsell or expansion opportunities aligned with customer needs
- Support renewals through consistent value communication
- Prepare and deliver account reviews in English or Spanish
- Act as liaison between customers and internal teams
- Escalate issues and follow through to resolution
- Communicate progress clearly and manage expectations
- Share customer feedback and insights with product and operations teams
- Ensure culturally respectful and timely issue handling
- Maintain accurate CRM records of customer interactions
- Document common issues, solutions, and best practices
- Contribute to improving customer success workflows
- Support creation or localization of customer-facing resources
Requirements
- Fluency in **Spanish and English** (written and verbal)
- 1–2+ years of experience in Customer Success, Account Management, or client-facing roles
- Strong relationship-building and communication skills
- Ability to explain products or services clearly to non-technical users
- High cultural awareness when working with diverse Spanish-speaking audiences
- Strong organizational and time-management skills
- Comfort working with data, usage metrics, and CRM tools
- Ability to work independently in a remote, global environment
- Experience supporting customers across multiple regions or time zones (nice-to-haves)
- Background in SaaS, technology, or service-based companies (nice-to-haves)
- Experience conducting customer reviews or renewal conversations (nice-to-haves)
- Exposure to onboarding or customer education programs (nice-to-haves)
- Trilingual capabilities (e.g., Spanish/English/Portuguese) (nice-to-haves)
- CRM platforms (HubSpot, Salesforce, Zendesk, Intercom, or similar) (required)
- Communication tools (Gmail/Outlook, Slack, Zoom, Microsoft Teams) (required)
- Scheduling tools (Google Calendar, Calendly, or equivalent) (required)
- Productivity tools (Google Workspace or Microsoft Office) (required)
- Project management tools (Notion, Asana, Trello, ClickUp, Airtable) (nice-to-haves)
- Customer support or ticketing platforms (nice-to-haves)
- Analytics or reporting tools (nice-to-haves)
- Workflow automation tools (nice-to-haves)
- Translation or localization tools (nice-to-haves)
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote — work from anywhere
- Generous PTO: In accordance with company policy
- Direct Mentorship: Access to global industry leaders
- Learning & Development: Continuous growth resources
- Global Networking: Work with international teams
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementonboardingcustomer educationdata analysisusage metricsrelationship buildingproduct walkthroughsrenewal conversationstranslation
Soft skills
communicationorganizational skillstime managementcultural awarenessempathyproblem-solvingindependencetrust-buildingprofessionalismcustomer advocacy