Customer Success Manager, Spanish Speaker, NYC

Centrical; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Centrical is seeking a Customer Success Manager to lead a strategic portfolio of 6-10 Enterprise Accounts across implementation, renewal, and expansion. You will build relationships with customer stakeholders, drive adoption, and collaborate with Sales, Marketing, and Product to deliver measurable value.

The role requires 3-5 years of customer management experience, strong analytical and negotiation skills, and a track record of influencing C-level executives.

Qualifications

• 3-5 years of customer management experience leading a $1-5M portfolio with renewals/expansion.
• Comfortable discussing commercial and technical topics and negotiating with senior executives.
• Deep quantitative analysis skills with business insight and judgment.
• Ability to rapidly develop creative business solutions for complex problems.
• Experience with Salesforce, Excel, Jira, Zendesk, Google Apps, BI tools, SQL queries.
• Thrives in a fast-growing startup, entrepreneurial, and highly collaborative.
• Experience in globally dispersed, multilingual teams.
• Strong presentation skills and credibility with C-level executives.
• Excellent written and verbal communication skills.
• BA or BS required.

Responsibilities

• Manage a portfolio of 6-10 Enterprise Accounts across all stages from implementation through expansion and retention.
• Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk post-sale.
• Develop deep knowledge of customers' business and organize relationships with key stakeholders to secure renewals and drive expansion.
• Collaborate with customers to create success plans addressing business needs and measuring performance.
• Leverage successful execution and relationships to convert customers to evangelists and partners.
• Show customers how Centrical product evolution enhances functionality for evolving needs.
• Collaborate with Sales, Marketing, Product, and Partners to share best practices and identify new business needs.
• Monitor utilization trends and perform health checks to identify product recommendations and R&D needs.
• Conduct monthly/quarterly strategic business reviews with stakeholders to drive alignment.

Skills

Customer management

Renewals & expansion

Executive communication

Quantitative analysis

Cross-functional collaboration

Relationship building

Education

BA or BS

Tools

Salesforce

Excel

Jira

Zendesk

Google Apps

BI tools

SQL queries

Job description

Centrical is the Performance Intelligence OS for the frontline, the only platform that closes the action gap between data and behavior. Across sales, service, and operations teams, Centrical routes the right interventions to whoever needs them, employees, managers, and increasingly AI agents, at every stage of the employee lifecycle. For employees, Centrical connects what every other tool leaves disconnected (performance data, coaching, learning, practice, and recognition) in one closed loop that compounds growth over time. For managers, AI-assisted coachingsurfaces whoto coach, on what, and when, with the right action ready for every coaching moment. For leaders, AI-powered insights reveal theperformancedrivers behind every outcome, enabling faster decisions, stronger retention, and a hybrid frontline that adapts and mobilizes as the business changes. Founded in 2013, Centrical serves Fortune 500 enterprises across 150 countries and 60 languages, with offices in New York, Tel Aviv, and London. Customers include TP, DHL, Deutsche Telekom, and twotop-fiveU.S. banks and hospitality brands. Frost & Sullivan and QKS Groupname Centricala leader in Workforce Engagement Management.

Responsibilities:

• Manage a portfolio of 6-10 Enterprise Accounts across all stages from implementation through expansion and retention.
• Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale.
• Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business.
• Work with customers to develop and execute a success plan that outlines howCentricalwill address their business needs and measure performance against established metrics/KPI’s.
• Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow our business and platform.
• Actively update customers on the evolution of the product.Show how theCentricalProduct evolution will continue to enhance functionality and support customers’ evolving use cases and business needs.
• Collaborate with Sales, Marketing, Product, and our Partner community, to share best practices, improve internal capabilities,identifynew customer businessneedsand effectivelyleverageall our available resources to drive customer success.
• Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs.
• Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement.

Requirements:

• 3-5 years of customer management experienceleadinga$1-$5M portfolio with an emphasis on renewals and expansion.
• Comfortable discussing both commercial and technical topics and engaging in commercial negotiations with senior executives.
• Deep quantitative analysis skills, with proven business insight and judgment.
• Ability to rapidly develop and deliver creative business solutions for complex business problems.
• Experience implementing and using a variety of customer and commercial management tools and technologies (Salesforce, Excel, Jira,ZenDesk, Google Apps, BI tools, SQL queries).
• Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member.
• Experience within a globally dispersed, multilingual team.
• Strong presentation skills andabilitytoestablishcredibility and relationships with C-level executives.
• Excellent written and verbal communication skills.
• BA or BSrequired.

Centricalis an Equal Employment Opportunity and Affi­?positive Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, genderperceptionor identity, national origin, age, marital status, protected veteran status, or disability status.