Customer Success Manager

Responsibilities

• Manage a book of accounts in LATAM and Spain as the primary point of contact to ensure clients derive maximum value from Echobox tools.
• Solve client product issues by providing education and handling Level 2 and 3 support queries.
• Prepare and deliver Executive Business Reviews (EBRs) to showcase product benefits and provide strategic recommendations.
• Drive revenue growth through upsell conversations regarding social and email product tiers.
• Act as a bridge between clients and the technical team to influence the product roadmap based on market needs.
• Monitor customer engagement and foster long-term relationships to ensure high renewal rates.
• Improve customer lifecycle management with a focus on retention, expansion, and satisfaction.

Requirements

• 5-7 years of experience in Account Management or Customer Success.
• Proven track record in managing renewals, upsells, and conducting Quarterly Business Reviews.
• Proficiency with CRM platforms such as HubSpot, Pipedrive, or Salesforce.
• University degree or equivalent professional experience.
• Fluent written and spoken English and Spanish.
• Excellent time-management, organizational, and multitasking skills.

Preferred Qualifications

• Native Spanish speaker with English proficiency at C1 level or higher.
• Prior experience in the SaaS industry or a similar B2B technology environment.
• Expertise in driving product adoption and managing complex customer relationships.
• Strong analytical skills and the ability to take initiative in a fast-paced environment.
• A keen interest in artificial intelligence and its impact on the publishing industry.

About the Company

Echobox is a fast-growing, research-driven company building artificial intelligence that helps online publishers overcome daily challenges. Using novel AI, we are revolutionizing the publishing industry, serving leading global names such as The Times, Le Monde, and The Guardian. Our team consists of talented individuals who enjoy high degrees of responsibility and independence.