Customer Success Manager

• Execute foundational customer success strategies to ensure customer satisfaction
• Build and maintain strong customer relationships
• Provide proactive support and drive measurable outcomes
• Conduct discovery conversations to identify customer goals and pain points
• Lead customers through the onboarding process
• Monitor customer health metrics and adoption trends
• Collaborate with internal teams to address customer needs
• Serve as the primary point of contact for account escalations

• Drive customer success by ensuring our clients enhance the safety, efficiency, and sustainability of their operations with our IoT platform.
• Collaborate with customers to develop success plans, identify objectives, define metrics, and overcome barriers to business value realization.
• Partners with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests.
• Facilitate executive business reviews to align on goals and celebrate successes with customers and Samsara leadership.
• Conduct workshops to understand customer operations, recommend workflow enhancements, and maximize the value of Samsara products.
• Develop a deep understanding of the Samsara platform's capabilities and effectively communicate them to diverse businesses across various industries.
• Partner with cross-functional teams to address customer requests and drive progress on customer initiatives.
• Serve as a mentor to the wider Customer Success team, championing Samsara's cultural principles.

Strategic Customer Success Manager

• Responsible for the engagement, adoption, and promoting the value of Mineral.
• Serve as a point of contact and liaison for Mineral – including proactive partner/client outreach as needed.
• Assist with sales training across all product lines to channel partners as needed.
• Consult with partners/clients to identify product goals, resources, timelines, and set appropriate expectations.
• Advise partners and clients regarding new products and special customized solutions.
• Collaborate closely with Account Management team to support renewals and expansions.
• Participate in the development and delivery of training and webinars for partners/clients that increase overall adoption and engagement.
• Collaborate with Account Managers on go-to-market strategies that increase adoption of our services and products.
• Utilize Salesforce and other internal tools (Gainsight, Mineral) to ensure pertinent information is reaching the correct teams and workspaces.
• Provide monthly updates on goals, adoption, value, and retention rates, and goal attainment.
• Attend industry events as needed.
• Other duties as assigned

• Involvement in every stage of the customer lifecycle from the moment the contract is secured, through successful onboarding/implementation, and onwards.
• Actively engage and support customers to ensure they are leveraging the purchased solutions effectively and finding value in our services.
• Continuous monitoring of customer health to better inform account management and expansion strategy.
• Drive upgrade revenue through increased product adoption and increased usage.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
• Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
• Spur customer account growth through deep knowledge of the product/service and the customers’ needs by making logical expansion recommendations.
• Communicate effectively with customer senior-level management to understand customer needs to maximize customer retention and expansion.

Customer Success Specialist

• Strategic Advocacy: Spot risks early before they become issues and act on them proactively
• Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results
• Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity
• Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership
• AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency

Client Success Specialist

• Diseñar modelos cuantitativos para procesos comerciales en la gestión de campañas end-to-end, colaborando con las áreas de riesgos, comerciales y de ejecución.
• Coordinar el gobierno de la interacción multicanal dentro de su equipo de trabajo, utilizando estadísticos para optimizar la conversión comercial.
• Implementar y liderar estrategias de CRM en diversos canales de comunicación (email, SMS, push, telemarketing, entre otros) para potenciar los resultados de las campañas y maximizar la conversión en flujos digitales.
• Gestionar campañas comerciales de CRM específicamente dentro de la plataforma Marketing Cloud o HubSpot.
• Analizar el comportamiento y los datos de la clientela para realizar la segmentación según la campaña, asegurando el envío de la información más óptima para cada persona.

Especialista CRM Marketing Cloud – Salesforce

• Supervisar y administrar las actividades del equipo de Data Stewards del CRM para que proporcionen un soporte efectivo a los clientes internos del área.
• Implementar las iniciativas globales de CRM en México y Colombia.
• Ejercer actividades de consultoría y soporte para mejorar la productividad de la fuerza de ventas (métricas de productividad, diseño de territorios, universos de clientes, etc.)
• Diseñar e implementar estrategias de administración de datos, configuración, entrenamiento y uso efectivo del CRM y sistemas/bases de datos relacionados.
• Colaborar con el equipo global en los proyectos de soporte, entrenamiento, mejora y maximización del CRM.
• Alinear, evaluar e implementar los proyectos e iniciativas del área de Sales Operations y Ventas relacionados con el CRM.
• Identificar oportunidades para maximizar todas las fuentes disponibles de datos del CRM.
• Diseñar, generar e interpretar diversos reportes para las áreas de Ventas y áreas de soporte usando diferentes herramientas (salesforce.com, SQL, data warehouse, PowerBI, Excel).
• Líder entrenador del CRM y sistemas relacionados.
• Participar en reuniones globales y locales, de manera presencial y/o por videollamadas.

Gestor Operativo, CRM

• Build meaningful customer relationships
• Become a trusted partner throughout the customer journey
• Conduct proactive outreach, pulse checks, customer reviews, and strategic follow-ups
• Build long-term relationships focused on trust, engagement, and success
• Advocate for customer needs internally
• Monitor customer health, engagement trends, platform usage, and adoption metrics
• Identify churn risks proactively and develop retention strategies
• Support customers in maximizing value and outcomes
• Improve customer engagement and long-term adoption
• Identify opportunities to increase engagement and account expansion within existing customers
• Support renewals, customer development initiatives, upsell opportunities, and account growth efforts
• Collaborate with internal teams to improve customer experience and outcomes
• Gather customer feedback and identify improvement opportunities
• Support continuous improvement initiatives
• Help create memorable customer experiences that drive loyalty and long-term partnerships

Customer Success Manager – Growth, Retention

• Own and drive CRM strategy
• Lead the end-to-end delivery of CRM programs across Americas, EMEA, LAC, and APAC
• Translate business goals and customer insights into clear CRM roadmaps and actionable plans
• Champion a customer-first, value-driven CRM approach across the organization
• Act as the regional point of contact and escalation for all CRM-related initiatives
• Oversee the planning, execution, and optimization of multi-channel CRM campaigns
• Drive lifecycle marketing initiatives including acquisition, engagement, retention, and reactivation
• Implement and scale test & learn frameworks (A/B and multivariate testing)
• Continuously optimize journeys, segmentation, and messaging based on performance data
• Work with leading CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, Braze, Klaviyo or similar)
• Use data (behavioral, transactional, preference-based) to drive advanced personalization
• Partner with technical teams to improve data flows, integrations, and tracking
• Monitor performance across key KPIs (engagement, conversion, retention, revenue) and translate insights into action
• Manage and develop CRM team members, fostering growth and high performance
• Collaborate with global stakeholders across marketing, product, and tech
• Act as a CRM subject-matter expert, promoting best practices and innovation
• Manage relationships with external vendors and CRM/ESP partners

CRM Manager

• Define and oversee the end-to-end commission payment process, ensuring accuracy and timeliness.
• Validate commission calculations, rebillings, and complex or non-standard financial cases.
• Track and follow up on pending invoices and payments; manage communication with partners on status, reminders, and next steps.
• Resolve non-standard financial incidents in coordination with FinOps and relevant internal teams.
• Maintain an organized tracking system of all commission and billing pending items.
• Actively manage an assigned portfolio of merchant partners, including high-complexity and critical accounts.
• Monitor portfolio health indicators, risks, and opportunities to prevent store closures and operational friction.
• Maintain consistent, structured communication with partners: provide operational education, set clear expectations, and ensure a high-quality partner experience.
• Support partners through critical situations and edge cases with tailored accompaniment.
• Document and standardize operational processes to ensure consistency and scalability.
• Identify operational friction points and rework, proposing and implementing improvement strategies.
• Create playbooks, operational guides, and supporting materials for the team.
• Execute defined operational playbooks for incident resolution and partner rehabilitation.
• Centralize and analyze partner feedback to detect recurring patterns, problems, and opportunities.
• Translate operational needs into actionable inputs for the Product team; track follow-through on implemented improvements.
• Analyze operational data and metrics to generate insights that drive decision-making and improve partner outcomes.
• Identify accounts at risk (payment issues, blocks, bad practices) and proactively escalate and follow up on critical cases.
• Execute partner rehabilitation processes as needed.
• Coordinate with internal teams (CX, Tech, KAMs, FinOps) to unblock and resolve escalated issues.
• Collaborate with the fraud team to identify and mitigate field-level fraud risks.

Merchant Ops Partner Success Analyst

• Serve as the primary contact for a portfolio of enterprise sub-accounts and mid-sized customers, building trusted relationships with stakeholders across clinical, IT, and end-user teams.
• Conduct regular check-ins and success meetings to understand customer goals, ensure satisfaction, and maintain detailed account records in platforms like Salesforce or Gainsight.
• Support Senior CSMs by managing deliverables, preparing Business Value Review materials, and handling operational tasks for strategic accounts.
• Collaborate with customers and Senior CSMs to build and execute measurable success plans, monitoring progress and escalating risks as needed.
• Drive product adoption by conducting onboarding for smaller accounts and delivering customized training resources to optimize usage and workflows.
• Identify underutilized features and proactively recommend ways for customers to gain more value from the platform.
• Serve as the first line of support for account-related issues, coordinating resolutions and mitigating churn risk through early detection of at-risk accounts.
• Partner on renewal prep and expansion strategies by gathering usage metrics, demonstrating ROI, and identifying upsell opportunities.
• Share customer insights with internal teams to inform product improvements, marketing efforts, and overall customer experience.
• Contribute to customer advocacy efforts through the creation of case studies, best-practice content, and participation in cross-functional planning.

Associate Customer Success Manager

• Lead a team of Renewals Specialists focused on the renewal of customer support contracts.
• Oversee team performance against renewal, retention, and forecasting Indicators while ensuring a high-quality customer and channel partner experience.
• Provide daily coaching, prioritization, and escalation support.
• Partner with Customer Success, Sales, Channel, and Operations leaders to align renewal strategies with customer outcomes and company goals.
• Use Salesforce data, renewal workflows, and reporting to lead accountability, visibility, and continuous improvement across the renewal motion for North America–based customers.

Customer Success Renewals Team Lead

• Meet with clients to understand project goals and requirements for technology implementation
• Schedule weekly project status calls and share detailed project plans with deliverables and deadlines
• Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates
• Liaise with technology teams on integration requirements and facilitate communication with client stakeholders
• Collaborate with clients to compile content and visual elements for implementation
• Review client-provided content and recommend improvements based on platform capabilities
• Configure client and journey-specific elements within the technology platform
• Brief internal teams on journey builds or build approved journeys and content within the platform
• Support testing, feedback cycles, and final edits prior to go-live
• Create bespoke showcase journeys for training and internal engagement
• Liaise with internal studio teams on design and content requirements, including quotations and deliverables
• Deliver platform training and coaching to client project teams
• Investigate and resolve platform-related questions and queries
• Handover accounts to Account Managers post-implementation
• Provide insights on additional journey opportunities and future roadmap planning
• Track time accurately in project management tools against client and project codes
• Establish and manage project scope, timelines, resources, and budgets
• Contribute to proposals, quotes, and project documentation
• Schedule and lead project kickoff meetings and ongoing check-ins
• Assign tasks, monitor progress, and remove project roadblocks
• Validate deliverables for accuracy and quality
• Communicate progress updates and deliver final project summaries to clients

• Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
• Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
• Responsible for revenue and margin contribution for a set of (more than one) solutions or services.
• Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.
• Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business.
• Provides mentoring and guidance to peers and lower level employees.

Channel Partner Success Delivery Manager

• Asegurar la adopción efectiva de la plataforma desde el onboarding inicial.
• Ejecutar acciones de incorporación que conecten el uso del producto con los objetivos del cliente, acelerando el tiempo para lograr valor.
• Construir relaciones de confianza con contactos clave.
• Ser el punto de contacto estratégico para Gerentes, Directores y Supervisores, entendiendo sus prioridades y proporcionando servicio en base a sus necesidades.
• Realizar revisiones de alcance de objetivos periódicas.
• Preparar y liderar reuniones con los Clientes que demuestren impacto, alineen expectativas y generen oportunidades de expansión o mejora.
• Monitorear proactivamente la salud del cliente y anticipar riesgos.
• Analizar métricas de uso, tickets y comportamiento para detectar señales tempranas de churn o insatisfacción, y actuar antes de que escalen.
• Compartir retroalimentación del cliente en mejoras internas.
• Obtener insights operativos y estratégicos para compartir con las áreas internas para mejorar.
• Entregar capacitaciones personalizadas.
• Usar el contenido de formación según el perfil del cliente, empoderándolos en el uso de la plataforma con autonomía.
• Identificar oportunidades de crecimiento dentro de cada cuenta.
• Detectar momentos clave para proponer upsell o cross-sell alineado a los objetivos del cliente, contribuyendo al crecimiento de la empresa.
• Gestionar solicitudes operativas y financieras con empatía y eficiencia.
• Apoyar en necesidades de atención y servicio, soporte, facturación y cobranza siempre buscando equilibrio entre experiencia y rentabilidad.
• Documentar interacciones y generar reportes accionables.
• Mantener registro de acciones, acuerdos y resultados para facilitar decisiones internas y fortalecer la relación con el cliente.

Ejecutivo de Customer Success

• Diseñar y ejecutar campañas de CRM end-to-end, asegurando una correcta segmentación, configuración, control de calidad (QA) y seguimiento del desempeño.
• Configuración y ejecución de campañas a través de canales como email, push notifications y SMS (cuando aplique).
• Construcción de audiencias y segmentación básica e intermedia.
• Coordinación con equipos de diseño y contenido para el desarrollo de piezas.
• Ejecución de QA de campañas (links, personalización y journeys).
• Monitoreo de envíos y gestión de incidencias.
• Elaboración de reportes básicos de desempeño (open rate, CTR, conversiones).
• Diseño de journeys y estrategias de lifecycle (onboarding, engagement, reactivación).
• Segmentación avanzada y definición de audiencias.
• Definición de hipótesis, ejecución de pruebas A/B y optimización continua.
• Coordinación con equipos de BI para medición y análisis.
• Priorización de iniciativas en conjunto con el Lead.

CRM Specialist

• Diseñar y ejecutar campañas de CRM end-to-end, asegurando una correcta segmentación, configuración, control de calidad (QA) y seguimiento del desempeño.
• Configuración y ejecución de campañas a través de canales como email, push notifications y SMS (cuando aplique).
• Construcción de audiencias y segmentación básica e intermedia.
• Coordinación con equipos de diseño y contenido para el desarrollo de piezas.
• Ejecución de QA de campañas (links, personalización y journeys).
• Monitoreo de envíos y gestión de incidencias.
• Elaboración de reportes básicos de desempeño (open rate, CTR, conversiones).
• Diseño de journeys y estrategias de lifecycle (onboarding, engagement, reactivación).
• Segmentación avanzada y definición de audiencias.
• Definición de hipótesis, ejecución de pruebas A/B y optimización continua.
• Coordinación con equipos de BI para medición y análisis.
• Priorización de iniciativas en conjunto con el Lead.
• Gestión y gobernanza de trackings y UTMs para campañas CRM y omnicanal.
• Asegurar consistencia en la nomenclatura de trackings y UTMs conforme a lineamientos establecidos.

• Manage a portfolio of mid-tier accounts.
• Perform technical reviews to identify potential issues.
• Design technical adoption plans to ensure sustained growth.
• Guide customer development teams through transitions to Agentic Workflows.
• Serve as a customer advocate internally.

Technical Success Manager

• Configuración y ejecución de campañas CRM (email, push y SMS)
• Segmentación de audiencias (básica a intermedia)
• QA de campañas (links, personalización, journeys)
• Coordinación con equipos de diseño y contenido
• Monitoreo de envíos y resolución de incidencias
• Generación de reportes de desempeño (open rate, CTR, conversiones)
• Apoyo en la construcción de journeys (onboarding, engagement, reactivación)
• Gestión y seguimiento de tracking y UTMs

CRM Campaign Specialist – Marketing Automation

• Drive Regional Performance: Meet or exceed renewal targets, sales growth targets and customer health goals for the LATAM territory.
• Forecast & Strategy: Participate in regular forecast calls to provide accurate visibility into retention risks and growth opportunities within the LATAM book of business.
• Team Development: Actively coach, develop, and mentor CSMs, fostering a high-performance culture that values accountability and continuous improvement.
• Operational Excellence: Manage and oversee key team projects to completion, ensuring processes are optimized for the specific needs of LATAM customers.
• Cultural Leadership: Create an exemplary team culture that promotes inclusivity, collaboration, and a "lead by example" disposition.
• Advocacy: Serve as the "Voice of the LATAM Customer" to global departmental leaders, sharing localized insights, regional challenges, and product impact data to influence the global roadmap.
• Cross-Market Management: Adapt success strategies to fit the unique needs of different segments, ensuring a consistent level of excellence across K-12, Higher Ed, and Professional/Corporate markets.

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