Key skills
Customer SuccessAccount ManagementConsultingEnterprise SaaSFintechAPI-based ProductsLending InfrastructureHubSpotMetrics AnalysisExecutive-level CommunicationSpanishOwner MentalityProblem-Solving GritCRailsSaaSCommunicationCritical ThinkingCollaborationSales
About this role
AltScore is a company focused on customer success and is seeking a high-performing Customer Success Manager to scale this critical function. The role involves end-to-end ownership of the customer lifecycle, driving Net Dollar Retention, and collaborating across various departments to ensure customer satisfaction and growth.
Responsibilities:
- End-to-End Ownership: Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals
- NDR Growth: Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies
- Customer Advocacy: Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges
- Strategic Insights: Use data and critical thinking to anticipate risks, identify 'signal' in customer behavior, and guide long-term strategy
- Cross-Functional Collaboration: Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform
- Relationship Architecture: Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm
- Process Scaling: Contribute to the 'playbook' for the CS function, improving standards and processes as the company grows
Requirements:
- 3+ years of experience in Customer Success, Account Management, or Consulting, ideally within Enterprise SaaS or Fintech
- Technical Fluency: Ability to understand API-based products and lending infrastructure; experience with HubSpot is a strong plus
- Bilingual Proficiency: Fluent Spanish and English; executive-level communication is required for navigating the LatAm market
- Owner Mentality: You take full responsibility for your numbers, move fast, and solve problems without waiting for instructions
- Data-Driven Mindset: You know your metrics (Churn, NDR, Adoption) and use them to drive every decision
- Problem-Solving Grit: You excel at going from 'signal' to 'insight' to 'action' in high-pressure, fast-paced environments
- Willingness to Travel: Open to occasional travel across Latin America to meet with key clients in person