Customer Success Specialist (SaaS) — Adoption & Growth

Alert Media, Inc.; Ciudad de México; Híbrido; MXN 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual company bonus

Medical, dental, and vision coverage (

Parental leave

Generous vacation and holiday policy

Monthly work-from-home stipend

Equipment provided

Descripción de la vacante

AlertMedia, Inc. is seeking a Customer Success Specialist to own relationships with emerging customers. You will work with Customer Success, Support, Marketing and Sales to drive engagement, health, retention and growth across your book of business.

You will manage touchpoints, host webinars, and partner with teams to expand accounts through adoption and upsell opportunities, while maintaining timely responses and high satisfaction.

Formación

• 2+ years in customer success management or account management
• Experience in a SaaS/tech environment preferred
• Salesforce or HubSpot experience preferred
• Strong organization and time management; ability to prioritize
• Comfort with managing a large volume of accounts
• Outstanding verbal and written communication skills
• Willingness to test and implement innovative ideas
• Experience with customer implementation and software adoption preferred
• Strong listening skills; ability to mirror and work with various customer profiles
• Ability to collaborate with cross-functional teams (support, BD, dev, product)
• Independent, self-motivated, and adaptable
• Ability to thrive in a fast-paced environment; efficiency mindset
• Desire to learn and be coached
• Bilingual English/Spanish required

Responsabilidades

• Support SMB customers as a product expert to drive adoption and enable success
• Manage customer touchpoints with automated processes and innovative approaches
• Host customer webinars and facilitate collaboration
• Align with Customer Success to grow existing accounts via adoption, cross-sell, and upsell
• Evaluate health and assess risk for your book of business
• Partner with Customer Support to manage escalations requiring strategic oversight
• Respond to inquiries within 1 business day
• Track all customer communication in Gainsight and Salesforce
• Acquire industry knowledge on trends and use cases
• Ensure positive customer experience to maintain renewals
• Contribute to AlertMedia’s culture and values
• This is an individual contributor role, not a manager position

Conocimientos

Customer success

SaaS experience

Bilingual English/Spanish

Account management

Communication skills

Independent learner

Adaptability

Herramientas

Salesforce

HubSpot

Descripción del empleo

AlertMedia, Inc. is seeking a Customer Success Specialist to own relationships with emerging customers. You will work with Customer Success, Support, Marketing and Sales to drive engagement, health, retention and growth across your book of business.

You will manage touchpoints, host webinars, and partner with teams to expand accounts through adoption and upsell opportunities, while maintaining timely responses and high satisfaction.