Job Opportunities API

Location: LATAM Department: Success Department Role: Customer Success Manager (LATAM) About Respond.io Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place. Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale. We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management! Our Culture At respond.io , we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for: • Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value! • The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast. • 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first. • Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward! • Own It and Support Each Other: We step up, help out, and drive outcomes—together. • Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team! Role Description At Respond.io , the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning. Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us. Responsibilities • Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform • Assist customers during the onboarding process, ensuring a positive and smooth experience • Develop and maintain strong relationships with both internal and external stakeholders • Act as a point of contact for customer issues and ensure timely resolution • Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform • Monitor and report on customer satisfaction and platform usage • Focus on maintaining high customer satisfaction and retention rates • Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells Qualifications • 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management • Experienced in working with international customers and handling global accounts • Attentive listener with an ability to address customer concerns effectively • Strong communication skills in Spanish and MUST be fluent in English to convey complex ideas clearly • Skilled in negotiating complex renewal contracts in a SaaS environment • Proficient in optimizing complex business processes • Familiarity with business messaging platforms, CRM systems, and Customer Success tools • Passionate about digital transformation and understanding diverse businesses • Ability to provide customer feedback and insights to various departments for product improvement • Deep understanding of our products, industry trends, and competition • Able to quickly grasp technical concepts and keen to become an expert in our software • An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference Here's what's in for you • You will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belong • You will join a diverse team of people from all over the world who are passionate about serving our global customers. • You will grow more here than you would anywhere else, that is a promise. • Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it! • Beer O'Clock on Fridays? Naah, we have it every day! • Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office! • You'll get to experience a very competitive compensation.