As a Customer Success Manager (CSM) at UXCam, you will be the trusted advisor and strategic partner for a portfolio of Latin American Spanish and English-speaking customers. Your mission is to ensure our customers are successful with UXCam, which means achieving their goals, seeing value from our platform, and ultimately becoming long-term advocates.

You will lead the post-sales relationship, beginning with onboarding and continuing through renewal and upsell. This includes driving product adoption, delivering business reviews, identifying growth opportunities, and navigating complex customer organizations to ensure each stakeholder is informed, engaged, and satisfied.

Success in this role means proactively understanding your customers’ business objectives, translating them into actionable plans, and working cross-functionally with Sales, Product, and Support teams to remove blockers and surface solutions. You’ll be expected to bring a consultative approach, strong communication skills, and a passion for helping clients optimize their product experiences using UXCam.

This is a highly collaborative role with a mix of strategic thinking, relationship management, data storytelling, and product knowledge.

• Customer Advocacy and Value Delivery:

  • Serve as the primary point of contact for customers, understanding their business objectives and ensuring they achieve maximum ROI from UXCam.

  • Partner closely with Sales, Product and Engineering to deliver solutions that meet customer needs.

  • Proactively manage the customer journey from onboarding through renewal, ensuring a seamless and positive experience.

• Strategic Planning and Execution:

  • Develop and execute customer success plans, including setting KPIs and milestones, to drive customer engagement and satisfaction.

  • Provide support and communication in both Latin American Spanish and English to ensure a smooth experience for our diverse customer base.

  • Identify and execute on opportunities to upsell and cross-sell UXCam products and services.

  • Lead regular business reviews with customers to discuss progress, gather feedback, and plan for future needs.

• Project and Change Management:

  • Help customers manage change within their organizations by providing expert guidance on best practices for using UXCam.

  • Coordinate and execute on projects and services that delight customers and drive tangible business outcomes.

  • Troubleshoot and resolve complex customer issues, leveraging internal resources and your own expertise.

• Collaboration and Teamwork:

  • Work closely with cross-functional teams to ensure customer feedback is actively shared & communicated internally

  • Share insights and best practices with the broader customer success team to continuously improve our processes and strategies.

  • Foster a collaborative and supportive environment within the customer success team and across the organization.

• 4+ years of enterprise SaaS or technology industry.

• Fluency in both Latin American Spanish and English (written and verbal) is required.

• Proven experience in customer success, account management, sales, or a related role, preferably within the SaaS or technology industry.

• Experience working with enterprise clients is required to ensure you can effectively manage and drive value for large-scale, complex customer accounts.

• Strong understanding of user experience analytics and the ability to articulate the value of UXCam to enterprise customers.

• Ability to tell a story using data.

• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams.

• Demonstrated ability to manage complex projects and drive customer success initiatives.

• Proactive problem-solving skills and a customer-centric mindset.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

• Experience working with cross-functional teams, including Sales, Product, Engineering, and Support.

Additional skills that you might also bring:

• Experience with handling global customers

• Hands-on experience with tools like HubSpot, Planhat, and Intercom

• Fluency in additional languages beyond Latin American Spanish and English are a plus

• A company where your impact truly matters

• Competitive salary and growth opportunities

• Flexible working hours

• Knowledge sharing Opportunity

• Learning and Development Opportunities

If you are passionate about helping customers succeed and enjoy solving technical challenges, we’d love to hear from you!