Senior Customer Succes Manager

Nimblr; A distancia; MXN 896,000 - 1,256,000; Jornada completa

Descripción de la vacante

A dynamic healthcare SaaS company is seeking a Senior Customer Success Manager to lead their customer relationship efforts. This role is pivotal in driving adoption, expansion, and customer advocacy while mentoring a team of Customer Success Managers. The ideal candidate will have a strong background in SaaS with at least 3 years of experience and possess outstanding project management and analytical skills. The position offers remote work flexibility, with a competitive salary and performance bonuses.

Servicios

Work-from-home

Performance bonuses

Formación

• 3+ years of experience in strategic or analytical roles within SaaS.
• At least 2+ years leading or mentoring customer-facing teams.
• Ability to balance strategic thinking with hands-on execution.

Responsabilidades

• Lead and mentor a team of Customer Success Managers.
• Own the customer journey from onboarding to renewal.
• Be accountable for net dollar retention (NDR) and churn reduction.

Conocimientos

Project management

Analytical skills

Customer engagement

Spanish proficiency

Educación

Bachelor's degree in Communications, Business, Marketing, Engineering, or a related field

Herramientas

Salesforce

Gainsight

HubSpot

Excel

Google Sheets

Descripción del empleo

About Us

Holly AI is an AI-powered platform helping US healthcare providers manage their patients' communication today.

An AI-powered front desk agent that automates patient journey workflows —from scheduling to no-show recovery, payment follow-ups, and answering patient inquiries through natural, human-like conversations via Voice, SMS, and Web.

Role Overview

The Senior Customer Success is responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across their assigned book of business.

The CSM plays a critical role in cultivating a best-in-class customer experience, retaining our customers, engaging our new trials, and expanding the usage of our product suite and services.

The CSM is responsible for fostering deep relationships with their customers, understanding their business and needs, acting as a customer advocate, and delivering solutions to meet their challenges.

Responsibilities

• Lead and mentor a team of Customer Success Managers supporting clients across the US.
• Own the customer journey post-sale, from onboarding and training to adoption, expansion (upsell or cross-sell), and renewal.
• Be accountable for net dollar retention (NDR), churn reduction, and upsell / cross-sell growth across the US customer base.
• Build and iterate on scalable customer success playbooks, processes, and tools to improve product adoption and engagement.
• Serve as a strategic partner to key clients—building executive relationships, leading business reviews, and identifying opportunities for deeper value.
• Act as the voice of the customer internally, partnering with Product, Sales, and Operations to translate feedback into product and service enhancements.
• Regularly review and analyze account health, usage metrics, feature adoption, and support activity to identify at-risk accounts and implement win-back strategies.
• Work closely with Sales and Marketing on common initiatives for both new and existing clients.

Skills / Requirements

• Bachelor's degree in Communications, Business, Marketing, Engineering, or a related field.
• 3+ years of experience in strategic or analytical roles within SaaS, with at least 2+ years leading or mentoring customer-facing teams.
• Strong project management and prioritization skills—you can balance strategic thinking with hands-on execution.
• Strong numerical analysis and familiarity with tools like Excel, Google Sheets, or other platforms to derive insights.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot).
• Ability to engage senior stakeholders and translate business needs into actionable plans.
• Experience in healthcare or healthtech is a strong plus.
• Spanish proficiency is a plus, but not required.

Benefits

• Work‑from‑home
• The chance to be a key player at a scaleup that's growing fast and revolutionizing the healthcare space in the US.
• An incredible international team of smart and supportive people.
• Monthly salary range $3K - $4K USD depending on experience.
• Performance bonuses.

How to Apply

Work Location: Remote

Pay: $50,000 - $70,000 per month