Customer Success Manager - India (Remote)

As a Customer Success Manager at dLocal, you will engage with customers to develop long-term relationships, prioritize their strategic needs, and ensure that our payment solutions are meeting their expectations. Your role includes collaborating with internal teams to improve processes based on customer feedback, managing project plans for client goals, and enhancing productivity through developed methodologies.

The ideal candidate for the Customer Success Manager role at dLocal should possess strong communication and interpersonal skills, advanced Excel proficiency, and experience in B2B customer success management. Fluency in English, a proactive mindset, and the ability to work in a fast-paced environment are also vital for success.

dLocal seeks candidates with previous experience in Customer Success Management or Project Management with a proven history of meeting program goals, particularly in B2B environments. Familiarity with the payments industry is a significant advantage, as it equips you with insights necessary for supporting our diverse client base.

dLocal offers a range of benefits for the Customer Success Manager position including remote work flexibility, a solid learning and development program with access to Coursera, language classes, a monthly social budget, and unique opportunities for team retreats. The culture promotes personal growth and professional collaboration.

At dLocal, customer success managers are supported through effective internal communication channels that facilitate the sharing of customer feedback. Additionally, they are empowered to develop initiatives that boost team productivity. Collaboration across various departments allows a more integrated approach to meeting customer needs.

To build long-term relationships, it’s essential to actively listen to clients’ needs, seek regular feedback, and maintain open communication channels. Establishing trust and demonstrating a commitment to their success by addressing their concerns and proactively offering solutions are key strategies. Share success stories that illustrate how previous clients benefited from your support.

When discussing a time you exceeded program goals, focus on a specific instance where your proactive approach positively impacted customer outcomes. Outline the challenge, the steps you took to ensure success, and the measurable results you achieved. Use metrics to demonstrate the growth you facilitated and the learning experience it provided.

Utilize structured surveys to gather quantitative data and conduct interviews for qualitative insights. Hosting regular check-ins or feedback sessions can also create an open dialogue with clients. Be sure to analyze the data collected to identify trends and areas for improvement, ensuring your customers feel heard and valued in the process.

Prioritizing tasks effectively in a fast-paced environment requires a combination of time management and understanding critical business objectives. I typically start each day by listing tasks based on deadlines and impact on customer success. Tools such as project management software can help keep track of tasks and ensure timely follow-ups on important projects.

Communication is vital in customer success as it fosters transparency and builds trust. Regular updates on project progress, listening to customer concerns, and clearly articulating solutions play an essential role in achieving customer satisfaction and long-term loyalty. Adapt your communication style to suit different client needs and preferences.

When faced with a customer issue, I approach it methodically. First, I listen carefully to understand the problem in detail and gather all necessary information. Then, I collaborate with relevant teams to develop a viable solution, ensuring the customer is kept informed throughout the process. Post-resolution, I follow up to confirm their satisfaction and learn from the experience.

Understanding a customer's goals involves engaging in active listening during conversations and asking open-ended questions. It’s also beneficial to conduct thorough research into their business and industry trends to tailor our solutions effectively. Continuous dialogue helps to realign goals and ensures we adjust our services to meet evolving needs.

My experience with project management tools includes using platforms like Trello, Jira, or Asana to track project progress and foster collaboration among teams. I leverage these tools to set goals, assign tasks, and monitor deadlines, which ultimately helps streamline processes and improve communication with the client.

Handling difficult conversations requires empathy, patience, and a solutions-oriented approach. I start by acknowledging the customer’s feelings, listening attentively to their concerns without interruption, and then addressing each issue with actionable solutions. Always follow up to ensure the issue was resolved satisfactorily and reinforce the relationship.

Customer success is critical for dLocal as it directly affects customer satisfaction, retention, and ultimately, revenue growth. By ensuring our clients derive maximum value from our payment solutions, we strengthen our brand reputation and foster loyalty. With the diverse markets we operate in, understanding and supporting our customers is integral to driving impactful results.