Customer Success Manager

• Manejar un book híbrido que incluye una cartera fija de cuentas clave más un pool dinámico priorizado por Intelligence.
• Intervenir y apoyar proactivamente a clientes en riesgo que sean identificados por Intelligence.
• Ejecutar capacitaciones 1:1 y workshops diseñados para clientes de alto valor.
• Generar pipeline de demand gen (oportunidades de upsell y cross-sell) a partir de las interacciones directas.
• Realizar entrevistas de VoC estructuradas para alimentar a Intelligence y documentar insights cualitativos que retroalimenten a los equipos de Knowledge y Producto.
• Gestionar handoffs (traspasos) bidireccionales con el equipo de Lifecycle (digital high-touch).

Customer Success Specialist

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

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Customer Success Specialist

CRM, CVM, Lifecycle, Retention Marketing Lead