Customer Success Manager - Mid-Market (Spanish Fluency)

About the role

As a Customer Success Manager, Mid-Market at ContactMonkey, you'll be responsible for managing a portfolio of mid-market accounts and ensuring their continued success with the platform. Your primary focus will be to onboard, manage, and retain customers, while also supporting expansion across your book of business. This role directly impacts customer satisfaction, adoption, retention, and overall revenue growth at ContactMonkey. You'll work closely with Sales, Product, and Support to ensure the customer's voice is represented across the organization. You're comfortable uncovering customer needs and identifying growth opportunities, supporting upsell and cross-sell conversations in a way that delivers value to the customer. Our Customer Success team is looking for a motivated individual with 2+ years of customer-facing experience and a strong foundation in relationship-building to join our growing team. In this role, you'll own customer relationships, drive product adoption and engagement, increase customer value over time, and act as a trusted partner throughout the customer lifecycle. The ideal candidate is collaborative and eager to learn, with the ability to work cross-functionally to support customer outcomes. If you're proactive, curious, and excited to grow your career in Customer Success, this role could be a great fit. This role requires fluency in Spanish, as you will support a portion of Spanish-speaking customers across your portfolio. Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we're not just sending out traditional emails with our internal comms software; we're changing the way companies connect and communicat

Responsibilities

• Own and manage a portfolio of mid-market accounts, ensuring strong adoption, engagement, and customer satisfaction
• Onboard new customers through training of best practices
• Drive retention across your book of business while identifying opportunities for expansion and growth
• Collaborate closely with Sales, Product, and Support to deliver a seamless customer experience.
• Facilitate the customer's product journey through support touch-points; including business reviews, identifying upsell/cross sell opportunities and providing recommendations on best practices
• Conduct client outreach and manage customer expectations to drive customer retention and growth
• Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn
• About you
• 2+ years experience in a customer relationship management role - preferably in a B2B SaaS environment
• Proven track record of meeting and exceeding retention targets across a book of business
• Proven track record of driving growth revenue through increased platform adoption and broader product usage across customer accounts
• Native or professional fluency in Spanish and English is required. You will be responsible for handling renewals, onboarding, and day-to-day success metrics for our Spanish-speaking portfolio
• Experience delivering software training with the ability to convey information in a clear, digestible manner
• Ability to solve problems effectively and timely
• Strong project management and detail oriented organizational skills
• Excellent communication and teamwork skills
• Ability to work independently and collaboratively
• How you can stand out
• You are a problem solver that doesn't shy away from a challenging situation
• You are enthusiastic about building lasting partnerships and deliver a customer-first focused mindset
• You have an aptitude for technology and are eager to learn and upskill
• What we bring to the table
• 🏥 100% employer-paid benefits + a Health Spending Account from day one
• 🌎 Work from anywhere in the world for up to 4 weeks
• 💰 Stock option plan-own a piece of our success
• 💲 RRSP Group Savings Plan to plan for your future
• 🏝 Generous vacation package to recharge and relax
• 📚 Personal development budget to fuel your growth
• 🧖 One personal day + two volunteering days to give back
• 🎂 Your Birthday off-celebrate on us!
• 🍎 Five health days per year to stay at your best
• 💼 Beautiful downtown Toronto office for hybrid work-fully stocked with all the best snacks
• Compensation & Work Details
• The base salary range for this role is $60,000 - $80,000 CAD. In addition to base salary, this role includes a variable compensation component. Compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity.
• We're always happy to answer questions about compensation throughout the hiring process.
• This is a backfill position based out of our downtown Toronto office, at King and Spadina. Our team works in the office 3x/week to promote collaboration.

Benefits

Additional Information

Hey there! We're ContactMonkey 👋 Our mission? To power measurable employee engagement worldwide. And we'd love for you to join us!

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