Customer Success Manager
IQVIA
Customer Success Team Leader
Coding Giants
full-time
Posted on:
Location: 🇦🇷 Argentina
Visit company websiteJob Level
Senior
About the role
- Guide, motivate, and develop Customer Success & Retention Specialists.
- Combine operational Customer Success tasks with team management responsibilities.
- Build long-term, trustful relationships with students and families to ensure satisfaction and minimize churn.
- Identify early warning signs of disengagement and apply tailored re-engagement strategies.
- Promote and sell additional courses or packages, manage contract renewals, and strengthen customer loyalty.
- Deliver clear, empathetic, and professional communication in every interaction.
- Track retention metrics and propose optimization actions to boost results.
- Mentor and develop team members through feedback, coaching, and support; ensure effective onboarding and training.
- Monitor individual and team KPIs and report results to management.
- Handle escalated cases and resolve complex customer situations.
- Identify and improve workflows to maximize efficiency and impact.
- Collaborate with Sales, Marketing, and other departments to align retention and upselling strategies.
Requirements
- 2–3 years in Customer Success or customer service roles, including at least 1 year in B2C team leadership.
- Proven leadership experience, customer retention skills, KPI management.
- Fluent in Spanish and English, both written and spoken.
- Experience with the Spanish market is a strong plus.
- Proven experience in upselling, cross-selling, and renewals.
- Strong ability to analyze data and make decisions based on metrics.
- Comfortable working under pressure and in changing environments.
- Experience with CRMs, Customer Success platforms, and reporting tools.
- Flexibility for rotating shifts, including weekends.
