Customer Success Manager - Key Accounts

About the role

We’re looking for a highly motivated Customer Success Manager to partner with our SMB-Key Accounts throughout their journey with Inspectorio. You will serve as a trusted advisor and guide them through best practices, driving platform adoption, and enabling measurable business impact. You will use data and insights to strengthen decision-making, align cross-functional teams, and support long-term customer success and growth.  

What you'll do

• Manage a portfolio of key enterprise-level accounts, driving adoption, GRR, and NRR. 

• Build strong relationships with customer stakeholders, including C-level executives, through regular check-ins, QBRs, and strategic conversations. 

• Understand each customer’s objectives, business processes, and success criteria to deliver tailored value and guide their adoption of roadmap. 

• Advise customers on best practices for configuring and optimizing their quality, production, responsible sourcing, traceability, and compliance workflows within the Inspectorio platform. 

• Analyze customer usage and performance data to provide insights, identify risks and opportunities, and recommend actions to improve outcomes. 

• Lead renewals and support expansions by proactively identifying upsell and cross-sell opportunities and partnering with Sales as needed. 

• Troubleshoot common issues and coordinate with internal teams to resolve escalations efficiently. 

• Collaborate closely with Product to communicate customer needs, stay updated on new features, and ensure customers maximize product capabilities. 

• Maintain accurate documentation of customer health, adoption of milestones, activities, risks, and configurations. 

• Contribute to improving playbooks, processes, and enablement materials to enhance consistency and customer experience. 

Qualifications

• A minimum of 3+ years in a customer-facing role (Customer Success, Account Management, Consulting or similar), demonstrating a strong track record of success.   

• Fluency in English and Spanish is a must.    

• Strong interpersonal skills with the ability to build rapport and trust with clients.   

• Excellent communication and presentation skills, both written and verbal.   

• Strong consulting skills, including the ability to run discovery sessions, understand customer processes, and translate them into actionable platform configurations or recommendations. 

• Ability to prioritize, multitask, and manage time effectively in a fast-paced environment.   

• Analytical mindset with the ability to interpret data and trends.    

• Experience working in a cross-functional team environment.    

• Familiarity with CRM software and customer success tools is a plus.    

• Ability to establish and grow in senior-level relationships (Directors, VP, etc.) being seen as a trusted advisor.    

• Comfortable to own and manage quarterly objectives and quotas.    

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead  the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team  events that strengthen our bonds and build a fun culture.
  
  

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.