GLOBAL CUSTOMER SUCCESS MANAGER

• Take proactive ownership and oversee the success of a designated portfolio of ELSA customers, primarily situated in the US and LATAM locations.
• Craft personalized success plans for each client aimed at fostering ELSA product adoption, expansion, and loyalty within the portfolio.
• Collaborate closely with the Sales team to devise tailored account strategies for individual customers, aimed at achieving retention and upselling objectives.
• Lead the onboarding and implementation process for new clients, establishing expertise in ELSA products.
• Forge and sustain trusted advisor relationships at the executive level, providing consultancy on clients’ internal learning and development strategies.
• Engage with internal stakeholders, including renewals managers for retention, sales for upselling, and marketing for customer events, to drive collaborative success.
• Take charge of developing internal and customer-facing processes, initiatives, and materials to enhance the effectiveness and efficiency of the Customer Success department.

• Proficiency in English (C2 level) and either Portuguese or Spanish at a business level, with Vietnamese being an optional additional asset.
• Possess over three years of experience in B2B customer success, account management, consulting, or sales, with a preference for SaaS exposure.
• Demonstrate a strong inclination towards continuous learning and possess a curious, lifelong learning mindset.
• Have prior experience collaborating with intricate organizational structures.
• Capable of cultivating and maintaining trustworthy relationships with key decision-makers.
• Exhibit exceptional verbal and written communication abilities.
• Demonstrate adeptness in project management and time management.
• Display a passion for teamwork and a dedication to contributing to the development of a top-tier, enterprise-level global customer experience.
• We acknowledge that not everyone may fulfil all the listed criteria. Nevertheless, we recognize the value that diverse backgrounds and experiences can bring to our organization. If you believe your unique background could contribute positively to our company, we encourage you to apply, as we welcome applicants from all backgrounds.

• Competitive salary
• Up to 16 days leave/ year + 1 birthday leave + 1 Christmas leave
• ELSA Premium Account
• Premium Health Insurance
• Fun energetic team; international & collaborative culture
• Opportunities to grow professionally and play a critical role to shape the next stage of the company’s growth
• Experience the true spirit of a fast growing and well funded Silicon Valley startup