Customer Success Specialist

Smarter Contact; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading SaaS communications platform in Brazil is seeking a Customer Success Specialist to manage customer relationships and drive customer retention. The role requires over 4 years of experience in Customer Success or Account Management in a SaaS environment. Applicants should be proficient in English and possess strong analytical skills, comfort with data, and an ability to communicate effectively with customers. This is a full-time independent contractor position offering USD base plus variable compensation and various benefits.

Serviços

15 days PTO

5 sick days

10 floating holidays

Wellness benefits

Professional development benefit

Quarterly health allowance

Qualificações

• 4+ years in Customer Success or Account Management in a SaaS company.
• Proficient in English, both written and verbal.
• Highly analytical and detail-oriented.

Responsabilidades

• Manage customer relationships and drive retention post-onboarding.
• Conduct regular account performance reviews and analyze metrics.
• Identify business expansion opportunities tied to customer value.

Conhecimentos

Customer Success

Analytical skills

Communication

Sales skills

Problem-solving

Descrição da oferta de emprego

We're expanding our Customer Success team and hiring a high-performing Customer Success Specialist. You will own the long-term success, retention, and expansion of active customers. This role is analytical, consultative, and performance-driven. You are a partner, not support. If you understand real estate investing, SMS performance, and how to turn data into outcomes, this role fits. This is a direct hire role. About us :

Smarter Contact is the market-leading AI-powered communications platform for real estate professionals in the U.S., powering tens of millions of text and voice conversations every month, helping real estate professionals close more deals.

What You’ll Own :

Own and manage ongoing customer relationships post-onboarding via phone, video, text, and email using our own tech stack

Complete all daily CRM tasks (to-dos, emails, texts, calls, etc.)

Conduct regular account performance and campaign reviews

Analyze metrics (deliverability, response rates, conversion signals, etc)

Establish clear expectations for SMS performance, compliance, and best practices

Reinforce Smarter Contact's value proposition, positioning, and differentiators

Advise customers on campaign optimization, list strategy, volume, and cadence

Act as a trusted partner focused on ROI and lead outcomes

Identify expansion opportunities aligned with customer growth (users, volume, add-ons)

Proactively identify confusion, friction, or churn risk - elevate and resolve

Drive expansion through cross-sell and upsell opportunities tied directly to customer value

Partner closely with Sales, Marketing, and Customer Experience on customer insights

Work a minimum of 40 hours / week between 10 AM - 7 pm Eastern Standard Time or later, Monday to Friday

What We’re Looking For :

4+ years in a quota-carrying Customer Success, Account Management or growth-focused positions in a SaaS company

Proficient or native level English (full business fluency), both written and verbal

Confident, direct communicator with a partnership mindset

Highly analytical; comfortable interpreting data and trends

Detail-oriented, process-driven, and highly organized

Engaging, personable, and energetic in customer interactions

Sales-trained and able to identify business expansion opportunities

Proven track record of meeting and / or exceeding a business expansion quota

Bonus Points :

Experience working at a telecom SaaS

Strong real estate investor (REI) industry knowledge

Deep understanding of SMS performance, compliance, and deliverability

Why Smarter Contact?

USD base + variable compensation

15 days PTO + 5 sick days + 10 floating holidays

High autonomy, fast execution, real impact

Professional development benefit

Wellness benefit

Employment anniversary and birthday gift

Quarterly health allowance

Remote-first team with a strong performance culture

This opportunity is offered as a full-time independent contractor role

Please Don’t Apply If :

You prefer a low-pressure, low-output environment

You’re not fluent in English or are uncomfortable communicating directly with cross-functional teams

You don’t meet the minimum customer success experience

No experience working for a SaaS company

Ready to grow with us?

We’re looking for a proven Customer Success Specialist ready to build the next chapter of their career — and stay for the long haul. If that’s you, we’d love to hear from you.