Customer Success Specialist

Role overview Help customers get consistent value from technology products by resolving friction, sharing best practices, and guiding adoption. This customer-facing role combines proactive outreach, retention support, product demonstrations, training, and coordination with support and business teams. The listed work location is remote in Guatemala.

Responsibilities - Respond to customer contacts with practical guidance, training, and help using product features. - Monitor account alerts and investigate changes in usage, customer experience, or growth that may signal risk. - Contact customers at risk of reducing or ending service and coordinate retention efforts with internal teams. - Conduct follow-ups, check-ins, collections outreach, and assigned customer campaigns; support inbound calls during busy periods. - Troubleshoot account or technical concerns, escalating issues to the appropriate teams and documenting interactions in CRM systems. - Track outreach results and task execution, sharing customer insights while managing assigned work to deadlines.

Requirements - At least 2 years in a customer-facing role such as customer success, technical support, presales, renewals, or sales. - Professional English proficiency at B2 level or higher, with clear written and spoken communication. - Confidence demonstrating products, presenting information, and training customers. - Ability to manage a high volume of work with shifting priorities in a data- and metrics-focused environment. - Strong technology aptitude, project ownership, and willingness to collaborate across teams. - Proficiency with Microsoft Office and Salesforce; experience with Gainsight is an advantage.

Benefits and work setup Remote work in Guatemala. Listed offerings include health benefits, paid time off and holidays, volunteer and self-care days, tuition reimbursement, learning programs, wellness and employee assistance resources, employee communities, and charitable matching. Specific offerings may vary by country.