Customer Success Specialist

CLEATUS AI; México; On-site; MXN 347,705 - 521,557; Full time

Benefits offered by this job

Performance bonuses

Supportive team environment

Growth opportunities

Job summary

A GovTech startup is seeking a Customer Success & Support Representative in Mexico to assist small business owners with government contracting. This role involves running product demos, onboarding new customers, and managing customer inquiries efficiently. Candidates must possess excellent English skills and previous experience in customer success or support, particularly in SaaS. The position offers opportunities for growth within the company and a supportive team environment.

Qualifications

• Must have excellent communication skills for a US-facing role.
• Prior experience in SaaS customer success, sales, or support is preferred.
• Ability to manage a busy schedule and multiple customer accounts.

Responsibilities

• Run live video demos tailored to the customer’s business.
• Lead onboarding and success calls for new customers.
• Respond promptly to inbound customer inquiries.

Skills

Excellent spoken and written English

Experience in customer success

Organizational skills

Video call proficiency

Experience with AI tools

Tools

Intercom

Calendly

Slack

Google Calendar

Job description

Customer Success & Support Representative — CLEATUS

CLEATUS is an AI-powered government contracting platform helping small businesses find and win federal, state, and local contracts. We're one of the fastest-growing GovTech startups in the US, and we're looking for a Customer Success & Support Representative to join our distributed team.

This is a high-impact, customer-facing role at the intersection of support, onboarding, and retention. You'll be working directly with small business owners navigating the world of government contracting — helping them get set up, get value, and stay. The right person is energetic, organized, a great communicator, and genuinely motivated to help customers succeed.

What You’ll Do

• Run live video demos for prospective customers, delivering our demo script confidently and tailoring it to each customer’s business
• Lead onboarding and success calls to help new customers get up and running on the platform
• Manage a high volume of customer interactions daily
• Respond promptly and professionally to inbound customer inquiries via Intercom and email
• Manage your own calendar and coordinate scheduling via Calendly
• Track and escalation bugs, feature requests, and platform issues to the technical team with clear documentation
• Use AI tools — including Claude — as part of your daily workflow for drafting outreach, summarizing calls, and keeping communication sharp
• Build a deep working knowledge of CLEATUS, our customers, and the government contracting space

What We’re Looking For

• Excellent spoken and written English — this is a US-facing customer role and communication quality is everything
• Prior experience in customer success, sales, or support — SaaS or startup environment strongly preferred
• Comfortable and confident on video calls; camera-on is the default
• Energetic, self-motivated, and accountable — you don’t wait to be told what to do
• Highly organized with the ability to manage a busy schedule, multiple accounts, and competing priorities
• Comfortable using AI tools in day-to-day work; our team actively uses Claude for drafting, outreach, and customer communications
• Familiarity with tools like Intercom, Attio, Circleback, Calendly, Slack, and Google Calendar
• Willingness to work US Eastern Time hours (9am–5pm ET coverage required)

Bonus Points

• Background in government contracting, procurement, or B2B sales

What We Offer

• A front-row seat at one of the fastest-growing GovTech startups in the US
• Performance bonuses
• A fast-moving, supportive team that celebrates wins loudly and solves problems together
• Real room to grow — into senior CS, sales, or account management over time