Manage inbound and outbound customer interactions to understand client needs, follow up on renewals, resolve questions, and build long-term relationships.
Guide new Buyer customers through the onboarding process, providing training and support to ensure successful adoption of the platform from day one.
Monitor customer health, product usage, satisfaction, and engagement to identify risks, opportunities, and areas for improvement.
Develop and implement actions aimed at reducing subcontractor churn, working closely with internal teams to improve their experience, adoption, and long-term relationship with Dokify.
Analyze feedback and usage patterns to detect upsell and cross-sell opportunities, contributing to customer growth and revenue expansion.
Track and interpret key KPIs such as retention, NPS, platform usage, renewal status, and customer satisfaction, proposing corrective actions when needed.
Collaborate closely with Sales and Finance teams to ensure a smooth, aligned, and consistent customer journey.
Act as a trusted advisor to customers, helping them understand how to make the most of Dokify’s solution according to their business needs.
Share best practices, customer insights, and improvement ideas with the team to support continuous improvement.

Excellent verbal and telephone communication skills, with the ability to communicate with confidence, empathy, and a consultative approach.
Previous experience in Customer Success, customer service, account management, consultative sales, or other customer-facing roles.
Experience working in B2B environments is highly valued.
Strong organizational skills and the ability to manage multiple priorities in a dynamic environment.
Results-oriented mindset, with a focus on customer satisfaction, retention, and business growth.
Comfortable working with data and using customer insights to identify risks and opportunities.
Intermediate proficiency in Microsoft Office tools, especially Excel and PowerPoint.
Experience working with CRM tools such as Salesforce, HubSpot, or similar platforms.
Knowledge of Power BI or other data management and reporting tools is a plus.
Collaborative, proactive, and continuous-improvement mindset.
Native fluency in Spanish is required.
Intermediate or advanced level of English, French, or other languages is a plus.

Flexible working time.
Teleworking.
Intensive working time in summer.
Flexible benefits.
A dynamic and inclusive workplace with opportunities for growth and development.
The chance to make a significant impact on our organizational culture and talent strategy.
Competitive compensation and benefits package.

Customer Success Manager

Key skills