Customer Success Manager

About Us & Our Culture

We, employees, need a much more engaging solution around our compensation, and that’s why Cobee was born. Since we created Cobee back in November 2018, our vision has been unwavering: to become the most desirable solution for employees to get compensated at work. As we fight for that vision, we truly believe that we can improve the overall well-being of employees at the same time that we make them feel more engaged with their companies.

We began with a single benefit, and today we offer a diverse range of benefits in three countries, with a team of more than 140 talented people across the globe. We have raised more than €55 Million in venture capital funding backed by world-class investors, including a recent €40 Million Series B investment. While much has changed since our humble beginnings, we stay true to what we believe and to our culture:

• Humble Excellence: We are a team committed to excellence and delivering top-notch results. We make informed decisions and collaborate to succeed, while also approaching our endeavors with low ego and open-mindedness. We support our teammates and give them the opportunity to shine.
• Team Innovation: We are trailblazers, disrupting the status quo and creating something new. We embrace risk and challenge ourselves to think creatively, fostering teamwork and diversity to fuel our ideas. Everyone is encouraged to contribute and have a say in decision-making.
• Lean Ownership: Lean Ownership means owning our actions and outcomes, proactively seeking ways to improve the company for the long haul. We prioritize and simplify to move quickly and work with full autonomy to be agile.

About The Role

We are looking for our Customer Success Manager to join our Customer Success team and help us deliver a personal, high-quality post-sales experience; To lay strong foundations to ensure the success of our customers, maximize their satisfaction, and retain them.

This role has to be more than the 60% of their time-based in Mexico City.

Main challenges

• Bring our HR partners experience to the next level, by delivering consistent value on each interaction and developing long-term relationships through consistent and proactive communication, identifying their needs and building engagement.
• Proactively seek ways to enhance customer health score, identifying opportunities within the scope of Customer Success and beyond that (e.g., Sales, Product, Customer Experience, etc.).
• Prepare and present reports and KPIs to your portfolio periodically.
• Ensure customer adoption based on the customer's use case and needs.
• Identify Customer Success Qualified Leads (CSQLs) Collaborate with the sales team to maximize sales opportunities.
• Provide dedicated operational and technical support for accounts of different tiers by email and phone.
• Escalate issues to the tech team accordingly.

You are

• "First consultant then salesman".
• You are discovery-need and manage-the-sale job oriented, whose fundamental value is its capacity to become an advisor, but with a strong sales quota achievement mindset.
• 2-3 years of experience in Customer Success or Account Management with a strong focus on up-selling. Proven experience dealing with Enterprise (key) accounts.
• You are a positive force that communicates effectively. Understand the world of B2B SaaS.
• You are oriented to develop and maintain a long-term relationship with customers based on the quality of service and customer satisfaction to renew year after year.
• You have a strong capacity and enthusiasm to learn and understand the customer's business processes, needs, pains, and future challenges.

You have

• You've got proven experience working for a successful SaaS startup or scale-up: Fintech, HR-Tech, etc.
• You have exceptional organization and planning skills. You have high standards: you expect personal performance to be nothing short of the best.
• You are a critical thinker and have a keen eye for troubleshooting.
• You are a positive force that communicates effectively.
• You are a doer, not a dreamer.
• You show empathy, always.

Why should you join Cobee?

• Excellence: We are driven by building great and impactful solutions to change the employee benefits industry in the long run. In everything we do, we go for the excellence approach.
• Sustainable growth: We always keep a bootstrap mindset while we keep growing! We do this in a very sustainable way and with a lot of substance: growth and profitability are not a contradiction, and we love to find the right balance.
• Non-hierarchical innovators: We listen to everyone. No matter their position. We try to ensure that the people who implement are part of the decision-making.
• Flexible Benefits: Paid flexible benefits (meals, gas, and others) with paid health insurance and a specific budget to spend in an annual budget for training.

We are willing to meet you! Cobee embraces diversity and equal opportunity. We are committed to building a team with diverse backgrounds, perspectives, and skills.