Customer Success Manager

🕒 July 7

💃 Latin America – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 55%

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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PurpleLab

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

PurpleLab is a healthtech company with a mission to make healthcare speak a single unified language to drive better outcomes. Their no-code healthcare analytics platform, HealthNexus™, empowers life sciences, payers, providers, and other stakeholders with real-world evidence to address conventional and emerging challenges swiftly and cost-effectively. PurpleLab enables precise identification of healthcare practitioners and organizations, facilitating targeted campaigns and performance measurement, thus enhancing healthcare outcomes.

📋 Description

• Own the customer experience for a growing U.S.-based SaaS company serving the vacation rental and hospitality industry • Manage the entire customer journey after the sale, from onboarding and implementation to product adoption, support, retention, and growth • Own onboarding from sales handoff through successful launch • Understand customer businesses, operational workflows, team structures, and goals • Coordinate software integrations, configurations, and implementation requirements • Configure communication guidelines, automation settings, property information, and user access • Deliver product training through video calls, demonstrations, and written resources • Track milestones, deadlines, and outstanding implementation tasks • Manage customer inquiries through email, chat, video calls, and support platforms • Investigate technical issues and coordinate escalations with Product and Engineering • Provide proactive updates and follow through until issues are resolved • Identify recurring issues and recommend preventive improvements • Build customer relationships and establish regular customer check-ins • Monitor platform adoption and identify opportunities for additional training • Identify satisfaction or renewal risks and develop action plans to improve adoption and retention • Recognize opportunities for customers to benefit from additional platform capabilities • Create and maintain onboarding guides, help articles, training materials, and internal SOPs • Document customer configurations, requests, commitments, and open issues • Organize customer feedback to support product improvements • Support product launches through customer demonstrations and training • Translate customer feedback into actionable product requests • Help customers integrate new capabilities into their workflows • Build repeatable processes for onboarding, support, account reviews, and renewals • Establish and monitor customer health and adoption metrics • Identify opportunities to automate repetitive administrative tasks using AI tools • Continuously improve workflows to support a growing customer base

🎯 Requirements

• 2–4+ years of experience in SaaS Customer Success, Implementation, Onboarding, or a closely related role • Experience managing customer onboarding and software implementation projects • Excellent written and spoken English • Strong customer relationship management and communication skills • Ability to explain technical concepts clearly to nontechnical users • Strong troubleshooting and problem-solving abilities • Experience delivering customer training and software demonstrations • Excellent organizational and project management skills • Experience creating SOPs, help articles, and training documentation • Comfortable working with customer data, spreadsheets, and usage metrics • Hands-on experience using AI tools to improve workflows and productivity • Proactive, detail-oriented, and comfortable taking ownership • Ability to manage multiple customer accounts and priorities independently • Comfortable working in a fast-paced startup environment • Reliable high-speed internet connection • Personal laptop or desktop computer • Quality headset for meetings and client calls • Dedicated workspace free from distractions and background noise • English proficiency required • Nice to have: experience in vacation rentals, short-term rentals, hospitality, or property management technology • Nice to have: familiarity with Guesty, Hostaway, OwnerRez, Streamline, or Track • Nice to have: understanding of Airbnb, Vrbo, Booking.com, and guest communication workflows • Nice to have: experience with AI assistants, review management, messaging platforms, or workflow automation • Nice to have: experience with HubSpot, Intercom, Zendesk, Asana, Notion, or similar platforms • Nice to have: experience building customer success processes in an early-stage SaaS company • Nice to have: familiarity with SaaS retention, customer health scores, and product adoption metrics

🏖️ Benefits

• Full-time remote work • Schedule aligned with U.S. business hours • Opportunity to work closely with the founders • Opportunity to help build scalable customer success processes • Opportunity to work with innovative AI-powered technology • Reliable high-speed internet connection and personal computer required for remote setup