Customer Success Manager (Remote)

Mexico City, Mexico

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Zendrive

Zendrive's Mobility Risk Intelligence (MRI) platform provides critical risk insights for smarter underwriting, claims, roadside assistance, driver analytics, and customer acquisition.
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Imagine a world where every car with a smartphone is safer, where massive amounts of data and insights make cities safer and reduce insurance costs for everyone.   At Zendrive, our mission is to make roads safer through data and analytics. We’ve analyzed over 200+ billion miles of driving data and kept 70+ million drivers safe on the road. 
If you are passionate about shaping the future of mobility and auto insurance while having a meaningful impact on the world; if you believe that the mobile revolution alongside machine learning and big data can help transform lagging industries, then you’ll love what we do at Zendrive. 
Zendrive customers are insurers, automotive OEMs, consumer apps, and new economy businesses that seek to use data, analytics, and feedback to make roads safer and assess mobile risk. Zendrive's Customer Engagement team partners with the Sales/Business Development team to support customer acquisition and owns onboarding, renewals, and expansion. A Customer Success Manager will play an important role in leading our customers and partners to realize Zendrive's value and become vocal advocates. This role reports to the VP, Customer Engagement and will work closely with Sales, Product, and Engineering. 
This is a remote (work from home) position that can be based within Mexico, Colombia, or Brazil.

Responsibilities

  • Onboard new customers and partners, drive execution of product vision, capture key learning, resolve issues, and help customers reach their goals with Zendrive
  • Develop a trusted advisor relationship with customer stakeholders
  • Develop and maintain key technical solution knowledge, and guide the customer through relevant use cases, features, and functionalities for their business requirements
  • Define success plans to drive customer outcomes
  • Develop & execute customer risk mitigation plans as it relates to customer outcomes, renewals, or overall satisfaction
  • Maintain customer satisfaction, and retention for assigned customers
  • Project manage the customer onboarding process and develop initial launch plans
  • Monitor customer activity and data, and use best practices to increase usage and adoption
  • Partner with Sales/Business Development, Marketing, Product and Engineering teams to capture prospect and customer feedback to drive product and platform roadmap development
  • Support the definition, tracking, and achievement of key metrics 
  • Deliver Quarterly Business Reviews & Customer Surveys to engage, grow and learn from our customers

  • 5+ years of experience in consulting, account management or Customer Success 
  • Prior experience at a small B2B SaaS company required
  • Proven track record for making strategic customers successful and a deep understanding of account management processes for customers of all sizes; enterprise, midmarket, and SMB
  • Fluency speaking and writing in both Spanish and English 
  • Experience working with both business and technical teams
  • Superior critical thinking and creative problem-solving skills
  • Experience in ML/AI solutions
  • A passion for operational excellence and maniacal focus on customer success
  • Up to 20% travel may be required
  • Kibana or similar experience a plus
  • Bachelor’s degree in Computer Science, Engineering, or similar technical field strongly preferred
Job region(s): North America
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