Partner Success Lead - Remote PST Hours

Resolv Global; Tijuana; À distance; MXN 138 000 - 197 000; Plein temps

Résumé du poste

Resolv Global is seeking a proactive Partner Support Specialist to own client conversations from onboarding through resolution. This fully remote role requires strong communication, quick learning, and a bias for action in a fast-moving SaaS environment.

You’ll collaborate with Sales, Operations, Product, and Engineering, handle escalations, and guide clients to successful outcomes, ensuring a smooth experience from first contact to final resolution.

Qualifications

• 2+ years of experience in SaaS Customer Success or similar role.
• Experience onboarding customers and leading remote demos.
• Comfort learning new technical workflows quickly.
• Able to troubleshoot and identify root causes.
• Strong communication across client levels.
• Able to stay calm with frustrated clients.
• Proactive ownership and follow-through.
• Excellent organizational skills with multi-account management.

Responsabilités

• Onboard new clients via kickoff calls, walkthroughs, and training.
• Serve as trusted post-launch contact.
• Monitor adoption and flag potential issues early.
• Respond quickly to blocks and urgent requests.
• Lead difficult client conversations with empathy.
• Troubleshoot platform, workflow, and process issues.
• Ask diagnostic questions to find root causes.
• Translate issues for Product/Engineering/Operations.
• Track issues to resolution and prevent leaks.
• Capture client feedback and pain points.
• Help improve processes and playbooks.
• Identify renewal/upsell opportunities with Sales.
• Manage multiple client conversations and priorities.

Connaissances

Customer Success

Remote communication

Troubleshooting

Ownership

Organization

Outils

CRM systems

Ticketing systems

Implementation tools

Description du poste

Resolv Global is seeking a proactive Partner Support Specialist to own client conversations from onboarding through resolution. This fully remote role requires strong communication, quick learning, and a bias for action in a fast-moving SaaS environment.

You’ll collaborate with Sales, Operations, Product, and Engineering, handle escalations, and guide clients to successful outcomes, ensuring a smooth experience from first contact to final resolution.