AI Customer Success Lead - Hybrid/Remote

Getdarwin; Ciudad de México; Híbrido; MXN 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Language Classes

OpenAI Premium License

Paid Time Off

Hybrid Work

Descripción de la vacante

Getdarwin is seeking a passionate Customer Success Executive to help clients maximize success with our AI-powered platform. You will be the primary contact, driving adoption, preventing churn, and building long-term relationships.

Responsibilities include managing ongoing relationships, conducting Monthly Business Reviews, identifying new use cases, monitoring churn risk, leading adoption workshops, analyzing feedback, and coordinating with the Support, Product and Engineering teams while

Formación

• Proven experience in Customer Success, Account Management, or Customer Experience roles, preferably within SaaS or AI-driven environments.
• Ability to analyze data and apply insights to customer success strategies.
• Experience with customer relationship management tools such as Planhat, or similar.
• Knowledge of AI implementation and experience with technical troubleshooting is a plus.
• Strong communication skills, with the ability to explain complex concepts clearly to non-technical stakeholders.
• Proactive and customer-centric mindset with a strong drive for client success.
• Team-oriented, adaptable, and comfortable working in fast-paced, evolving environments.
• A passion for technology, innovation, and artificial intelligence, with a drive to continuously learn and grow.

Responsabilidades

• Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions.
• Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement.
• Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions.
• Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention.
• Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools.
• Analyze customer feedback and usage data to identify trends, insights, and areas of improvement.
• Work closely with Customer Support, Product and Engineering teams to elevate and resolve technical issues, and provide feedback that contributes to product improvements.
• Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.

Conocimientos

Customer Success

Account Management

Data-driven decision making

AI usage in CS

Communication skills

Problem solving

Team collaboration

Adaptability

Herramientas

Planhat

Descripción del empleo

Getdarwin is seeking a passionate Customer Success Executive to help clients maximize success with our AI-powered platform. You will be the primary contact, driving adoption, preventing churn, and building long-term relationships.

Responsibilities include managing ongoing relationships, conducting Monthly Business Reviews, identifying new use cases, monitoring churn risk, leading adoption workshops, analyzing feedback, and coordinating with the Support, Product and Engineering teams while