DescriptionWe are seeking a proactive Customer Success Manager in Americanos to join our team. In this role, you will partner closely with mid-market customers as a trusted advisor, playing a key role in driving customer satisfaction, long-term retention, and revenue growth.
*RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED*
Responsibilities- Own Strategic Customer Relationships
- Serve as the primary point of contact for enterprise customers, building strong executive-level relationships and acting as a trusted advisor.
- Drive Customer Retention
- Proactively manage account health, mitigate risks, and ensure consistent delivery of value to achieve high gross retention rates.
- Increase Net Dollar Retention (NDR)
- Identify and execute on opportunities to expand account value through cross-sell, upsell, and increased product adoption.
- Lead Account Growth & Expansion
- Partner with Business Program Managers to drive upsell and expansion opportunities, including renewals, contract expansions, and multi-year agreements.
- Customer Engagement & Adoption
- Develop and execute success plans that drive product usage, feature adoption, and measurable business outcomes.
- Executive Business Reviews (EBRs)
- Conduct regular business reviews with stakeholders to align on goals, demonstrate ROI, and uncover growth opportunities.
- Risk Identification & Mitigation
- Monitor customer health signals and intervene early to prevent churn or contraction.
- Voice of the Customer
- Advocate for customer needs internally, influencing product, support, and go-to-market teams.
- Cross-Functional Collaboration
- Work closely with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
Requirements- 5+ years of experience in Customer Success, Account Management, or related roles, preferably in enterprise SaaS
- Proven track record of managing high-value accounts and driving revenue growth
- Strong commercial acumen with experience in upselling and contract negotiations
- Excellent executive presence and communication skills
- Data-driven mindset with the ability to translate insights into action
- Experience working cross-functionally in a fast-paced environment
- Experience in hospitality and property management tech a plus
Compensation range - 90-100 OTE annually
*Exact compensation may vary based on skills, experience, and location.*
