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Customer Success Manager

3 weeks, 3 days ago
Mexico, Argentina, Brazil, Colombia, Costa Rica, Venezuela
Contract
Junior
Customer Success Manager
Customer and Technical Support
CRM E-commerce HubSpot Notion Shopify SQL
Apply Now
Sur Global Services

Sur Global Services

Sur Global Services specializes in facilitating nearshoring solutions, enabling businesses to outsource operations to neighboring countries, thereby enhancing their workforce efficiency and supporting growth in the evolving landscape of remote work.

IT Services
View All Jobs 3

Description

  • Lead onboarding for new brands, including kickoff calls, implementation handoffs, training, and early customer wins.
  • Manage regular check-ins and relationships across a portfolio of ecommerce accounts.
  • Monitor site performance and usage data, connecting results to conversion, bounce rate, and revenue goals.
  • Identify declining account health and intervene before issues lead to churn.
  • Create and present account reviews, performance reports, and dashboards.
  • Investigate bot-related issues and escalate caching or other technical website problems to engineering.
  • Maintain accurate CRM records, including stages, notes, next steps, and account health.
  • Translate patterns across accounts into prioritized product feedback.
  • Write customer follow-ups, status updates, internal notes, and chat communications.
  • Occasionally support sales by participating in discovery calls.

Requirements

  • 2+ years of experience in customer success, account management, onboarding, or support at a software company.
  • Excellent written and spoken English for customer calls and daily communication.
  • Strong data and spreadsheet skills, including the ability to assess account health using metrics.
  • Basic SQL knowledge is preferred; willingness to learn it quickly is required.
  • Daily experience using Claude or a similar AI tool for drafting, analysis, prototyping, or automation, with sound judgment when reviewing outputs.
  • A builder mindset and willingness to create solutions instead of waiting for requests to be fulfilled.
  • Self-directed and comfortable working asynchronously in a remote environment.
  • Availability during fixed U.S. Eastern business hours and into the evening when customer needs require it.
  • Experience with DTC or ecommerce brands is preferred.
  • Familiarity with Shopify, CRM tools such as HubSpot, Slack, Notion, APIs, web fundamentals, analytics, and page-speed metrics is preferred.
  • Experience building and shipping an internal tool or automation is preferred.

Benefits

  • $2,000–$3,000 USD monthly compensation based on experience.
  • Full-time independent contractor arrangement paid monthly in USD.
  • Fully remote work environment.
  • Monday–Friday schedule from 8:00 AM to 6:00 PM Eastern Time, with responsiveness potentially required until 8:00 PM ET.
  • 15 days of PTO, with the possibility of transitioning to unlimited PTO in the future.

Interested in this position?

Apply directly on the company website

Apply Now

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