Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🌐 Mexico, Brazil – Remote

🇲🇽 Mexico – Remote 🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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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Wishpond (TSXV:WISH)

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

📣 Marketing

🛍️ eCommerce

💰 Debt Financing on 2021-09

SaaS • Marketing • eCommerce

Wishpond is a comprehensive marketing platform designed to help businesses increase sales and grow their customer base. It offers a variety of tools including landing pages, email marketing, social promotions, marketing automation, and Shopify marketing. Their platform is user-friendly, allowing businesses to create effective marketing campaigns without the need for extensive technical skills. Wishpond also provides a team of marketing experts to manage campaigns, ensuring that businesses can achieve their marketing goals efficiently. The company targets a wide range of industries, including eCommerce, beauty and wellness, fitness, financial institutions, and more, and is particularly beneficial for small to medium-sized businesses looking to enhance their digital marketing presence.

📋 Description

• Directly manage and performance-coach a small team of Customer Success Managers • Establish operating cadences, enforce CRM hygiene, and focus the team on results • Build, implement, and enforce playbooks for onboarding, account reviews, and renewals • Own adoption, customer health, churn prevention, and Net Retention Rate metrics • Create action plans for at-risk accounts • Collaborate with Sales and Product leadership on feedback loops and expansion forecasting • Foster a high-accountability, customer-first culture • Continuously refine processes to support a growing customer base • Reduce churn and improve customer outcomes through strategic engagement • Support renewal motions and maintain customer alignment • Track and analyze KPIs including adoption, engagement, churn risk, and retention • Share insights to improve products, processes, and customer experience

🎯 Requirements

• 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a fast-paced SaaS environment • Proven track record of building structure, streamlining processes, and elevating team performance • Strong organizational and analytical skills • Hands-on experience with CS tooling, health-scoring models, CRM data hygiene, and retention forecasting • Experience building or optimizing CS playbooks and automation workflows • Strong writing, phone, and general communication skills • Technical, analytical, and results-driven; able to multitask in a fast-paced environment • Fluent in English (spoken and written) • Knowledge of a second language is considered an asset • Must provide a valid government-issued photo ID after hiring • Must be prepared to work standard business hours based on Pacific time • Must provide own workstation, computer, headset, and fast, reliable internet connection

🏖️ Benefits

• Comprehensive training program and regular performance reviews to facilitate your success • Great referral programs with incentives and bonuses • Amazing growth opportunities for your personal development • Competitive compensation based on experience and proven abilities • Exciting and dynamic environment with a great leadership team • Global workforce of multi-cultural and talented colleagues • Own workstation, computer, and headset provided by candidate; fast and reliable internet connection required