Customer Success Lead

Job not on LinkedIn

🔥 0 minutes ago

💃 Latin America – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NIR-YU

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

NIR-YU is a company dedicated to empowering small and medium enterprises (SMEs) by providing tailored nearshore staffing solutions. They focus on strategic recruitment of skilled nearshore professionals, offering cost-plus pricing for transparency and affordability. Their services include staff augmentation, staff leasing, talent acquisition, and employer of record (EoR), aimed at helping SMEs gain access to a skilled workforce from Latin America. By facilitating the hiring of remote talent and ensuring compliance with local regulations, NIR-YU allows businesses to enhance their teams with English-speaking professionals, optimize costs, and focus on growth strategies without the burden of setting up foreign entities.

📋 Description

• Own customer relationships by building trusted relationships, understanding customer goals, and helping customers get meaningful value from the product • Proactively identify customer risks, adoption challenges, and opportunities to improve product usage • Respond hands-on to customer questions and issues requiring context, coordination, or investigation • Lead high-priority or sensitive customer escalations through resolution • Reproduce technical problems, gather relevant information, inspect system behavior, and help narrow down root causes • Translate customer-reported problems into clear, actionable technical context for engineering • Explain technical issues to customers in an understandable way • Coordinate with engineering, product, sales, and other customer-facing teams • Identify recurring issues, product gaps, and improvement opportunities across support tickets, escalations, and customer conversations • Improve support, escalation management, onboarding, communication, documentation, and customer follow-up processes • Advocate for customer feedback in product and engineering discussions • Communicate clearly and consistently during incidents and set expectations with customers and internal stakeholders • Establish best practices and help scale customer support, communication, and retention

🎯 Requirements

• 6+ years of experience in customer success, technical account management, customer support, solutions engineering, implementation, or a related customer-facing role • Experience working in a B2B SaaS or technology environment • Bonus: experience working with Healthcare SaaS • A strong track record of building trusted relationships with customers • Excellent written and verbal English communication skills • Strong interpersonal skills and the ability to work effectively with a wide range of personalities, from end users to executives to engineers • Experience managing customer escalations and high-pressure situations with empathy, urgency, and good judgment • Ability to take ownership of ambiguous problems and drive them to resolution • Strong technical curiosity and comfort troubleshooting software issues • Ability to understand concepts such as APIs, integrations, authentication, application logs, data flows, and basic system architecture • Experience reproducing customer issues and gathering enough technical context to help engineering diagnose a problem • Ability to distinguish between symptoms and underlying root causes rather than simply forwarding issues to engineering • Strong organizational skills and the ability to manage multiple customers, issues, and priorities simultaneously • Good judgment around when to solve an issue directly, when to escalate, and how to communicate throughout the process • A collaborative mindset and a willingness to jump in wherever the customer experience needs help • Comfortable debugging and configuring application settings and computer-level settings • Able to read basic event logs or error messages • Able to investigate integrations and data flows between systems • Able to run basic queries in analytics tools when appropriate • Able to reproduce bugs and document clear reproduction steps • Understanding enough about the architecture to know where a problem may be occurring • Able to partner closely with engineers during debugging and incident response • Bonus: Using browser developer tools to understand an issue • Excellent English communication skills