Remote Customer Success Pro — Drive Adoption & Retention

GoTo; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive health benefits

Generous paid time off and holidays

Tuition reimbursement and learning &开发

Thrive Global Wellness Program & EAP

Employee Resource Groups and community

Volunteer days and no-meeting days

Job summary

GoTo is seeking a Customer Success Specialist to help customers derive value from our products. This remote role is based in Guatemala and focuses on driving adoption, retention, and satisfaction while collaborating with product, marketing, and sales teams.

You will respond to inquiries, deliver training, and mitigate risk by addressing account changes and issues quickly. Strong English, CRM tooling, and a data-driven mindset are essential.

Qualifications

• 2+ years in a customer-facing role, including Customer Success, Tech Support or Renewals.
• Ability to manage high-volume activities with strong prioritization.
• Proficiency in English for collaboration and written communication.
• Experience with CRM platforms such as Salesforce and customer success tools like Gainsight.

Responsibilities

• Respond to customer Contacts, provide best practices, training, and value realization.
• Mitigate risk by acting on account alerts and root-causing product usage changes.
• Engage at-risk customers to drive retention in collaboration with internal teams.
• Own outbound follow-up, OSAT detractors, and email campaigns.
• Stay informed on GoTo product updates, roadmaps, and IT services market.
• Demonstrate product features via phone, email, and web sessions.
• Collaborate with marketing, product, sales, and support for a seamless experience.
• Document customer engagement in Gainsight and Salesforce.

Skills

Customer Success

Tech Support

Pre-Sales

Renewals

Sales

Microsoft Office

Salesforce

Gainsight

English Proficiency (B2+)

Tools

Gainsight

Salesforce

CRM tools

Microsoft Office

Job description

GoTo is seeking a Customer Success Specialist to help customers derive value from our products. This remote role is based in Guatemala and focuses on driving adoption, retention, and satisfaction while collaborating with product, marketing, and sales teams.

You will respond to inquiries, deliver training, and mitigate risk by addressing account changes and issues quickly. Strong English, CRM tooling, and a data-driven mindset are essential.