Customer Success Manager (Mid-Market, Spanish Fluency)

• As a Customer Success Manager, Mid-Market at ContactMonkey, you’ll be responsible for managing a portfolio of mid-market accounts and ensuring their continued success with the platform • Your primary focus will be to onboard, manage, and retain customers, while also supporting expansion across your book of business • This role directly impacts customer satisfaction, adoption, retention, and overall revenue growth at ContactMonkey • You’ll work closely with Sales, Product, and Support to ensure the customer’s voice is represented across the organization • You’re comfortable uncovering customer needs and identifying growth opportunities, supporting upsell and cross-sell conversations in a way that delivers value to the customer • Our Customer Success team is looking for a motivated individual with 2+ years of customer-facing experience and a strong foundation in relationship-building to join our growing team • In this role, you’ll own customer relationships, drive product adoption and engagement, increase customer value over time, and act as a trusted partner throughout the customer lifecycle • The ideal candidate is collaborative and eager to learn, with the ability to work cross-functionally to support customer outcomes • If you’re proactive, curious, and excited to grow your career in Customer Success, this role could be a great fit • Own and manage a portfolio of mid-market accounts, ensuring strong adoption, engagement, and customer satisfaction • Onboard new customers through training of best practices • Drive retention across your book of business while identifying opportunities for expansion and growth • Collaborate closely with Sales, Product, and Support to deliver a seamless customer experience • Facilitate the customer’s product journey through support touch-points; including business reviews, identifying upsell/cross sell opportunities and providing recommendations on best practices • Conduct client outreach and manage customer expectations to drive customer retention and growth • Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn Benefits • Hybrid Work • Employee Stock Options • Personal Development Budget • Bi-weekly Lunch & Learn • Monthly Team-building Activities • Health & Dental Coverage • Bonus Opportunities • Extended Vacation Days (34 days of vacation annually, with summer Fridays, and more)

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