Customer Success Specialist, SMB

The Customer Success Specialist will take ownership of managing customer relationships, focusing on emerging customers and partnering closely with the Customer Support Team to foster success. The role drives engagement to support customer health, retention, and growth, and works closely with Customer Success, Customer Support, Marketing and Sales teams.

Responsibilities

Support customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals; Manage customer touch points with automated processes and innovative approaches; Host customer webinars and facilitate customer collaboration; Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities; Evaluate health and assess risk for your book of business; Partner with the Customer Support team to manage escalations requiring more strategic oversight; Respond to all customer inquiries in a timely manner, within 1 business day; Effectively track all customer communication and data in Gainsight and Salesforce; Acquire industry knowledge related to general trends, use cases, and emerging technologies; Ensure positive and productive customer experience to maintain software renewals; Contribute to AlertMedia's culture, values, and vision for the future; Individual contributor role, not a manager role

Requirements

2+ years of experience in customer success management or account management; Strong organization and time management skills with ability to prioritize; Comfort level managing a large volume of accounts; Outstanding verbal and written communication skills; Willingness to test and implement innovative ideas; Strong listening skills with the ability to mirror and work with a variety of customer profiles; Ability to work with all members of the team (customer support, business development, software development, and product management); Must be independent, self-motivated, success-driven, and adaptable; The ability and desire to work in a fast-paced, challenging environment; A vision for efficiency; The desire to learn and be coached; Bilingual English/Spanish a must; Must have the legal right to work in Mexico without sponsorship now and in the future

Nice to have

Experience in a SaaS or tech environment; Salesforce or HubSpot experience; Experience with customer implementation and software adoption

Benefits

Competitive Base Salary; Annual Company Bonus; 100% Employer-Paid Medical, Dental, and Vision Coverage; Parental Leave Program; Christmas Bonus (Aguinaldo); Generous Vacation and Holiday Policy; Monthly Work-from-Home Stipend; All Necessary Equipment Provided (Laptop, monitor and accessories); Recognition & Rewards; Language Immersion Program; Continuous Learning & Growth (mentorship, tech talks, personalized 1:1 career development sessions); Award Winning Culture