Customer Success Manager- LATAM

About Echobox:

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel AI, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Newsquest and many more.

Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work.

Do you think you have what it takes to be part of Echobox? We'd love to hear from you.

About the Role:

We are looking for an enthusiastic, agile, diligent and highly organised Customer Success Manager to cover our clients in LATAM and Spain. As a member of our dynamic team, you will gain invaluable experience working with our Sales, Marketing, Product and Engineering teams.

Key Responsibilities:

• Manage a book of accounts in LATAM and Spain being the main point of contact for our clients in these regions, helping to ensure they get the maximum value from Echobox.

• Solve problems that clients are experiencing with the product by educating them on how to use it best, answering Level 2 and 3 support queries that come from the client base.

• Prepare and deliver EBRs to clients showcasing the benefits and value they receive from Echobox including making recommendations on where they can improve.

• Engage in upsell conversations with clients that are looking to expand their usage either by adding additional social networks on our Social product, or increasing their email usage tier on our Email product.

• Act as a connector between the client/market and our tech team - we prioritise our roadmap based on the needs of the market and the customer success team is the first line of communication regarding client needs/requirements.

• Monitor and improve customer engagement, ensuring high renewal rates by fostering strong, long-term relationships with clients and ensuring their success with Echobox.

• Leverage your SaaS experience to continually improve customer lifecycle management, focusing on retention, expansion, and customer satisfaction.

Requirements:

• 5-7 years of Account Management / Customer Success experience with a proven track record of excellence in your field and high level of experience with Renewals, Upsells, and Quarterly Business reviews.

• CRM Experience (Eg. Hubspot, Pipdrive, Salesforce or equivalent)

• University degree or equivalent/relevant work experience

• Fluent written and spoken English and Spanish.

• Excellent time-management, organisational and multitasking skills.

Preferred Requirements:

• English of C1 or higher, native Spanish speaker

• Prior experience in the SaaS industry, or similar B2B technology environment

• Proven expertise in managing customer relationships, driving product adoption, ensuring high customer retention rates, and comfort discussing upsell opportunities.

• Exceptional organisational and analytical skills, with a knack for taking initiative and building positive, productive relationships with customers and colleagues.

• A keen interest in artificial intelligence and its potential impact on the future of publishing and other industries.