Customer Success Account Manager

As a Customer Success Account Manager at Greenhouse, your main responsibilities include managing a diverse portfolio of customers in the LATAM region, ensuring customer retention and renewal, identifying growth opportunities, and acting as a hiring coach to support clients in adopting best practices for talent acquisition and recruitment.

Greenhouse requires professional fluency in Portuguese, Spanish, and English for the Customer Success Account Manager role. Candidates should have experience in customer-facing roles, as well as a background in customer success, account management, or talent acquisition, which can greatly enhance your ability to partner effectively with clients.

The Customer Success Account Manager plays a critical role in enhancing customer satisfaction by establishing strong relationships, understanding customer needs, providing strategic guidance, and facilitating the adoption of Greenhouse’s product suite to improve hiring processes—ultimately ensuring clients see tangible results from their investment.

At Greenhouse, we foster a fun and inclusive environment where diversity is celebrated. As a Customer Success Account Manager, you’ll be part of a high-performing team recognized in various award categories for being a great place to work and encouraging personal and professional growth, making it an attractive workplace.

When you join Greenhouse as a Customer Success Account Manager, you will undergo a comprehensive training process to understand our products, services, and company culture. You will have access to resources and support from experienced colleagues, ensuring you feel confident and equipped to manage your accounts effectively.

To manage and grow customer relationships, I would focus on proactive communication, establishing clear expectations, and providing ongoing support. Understanding the unique needs of each customer allows me to tailor solutions and foster trust, ensuring they feel valued and heard throughout the partnership.

When facing a difficult customer situation, I prioritize listening to their concerns and empathizing with their feelings. I then work collaboratively to find solutions, whether that involves offering a workaround or escalating the issue to ensure their needs are met effectively.

In my previous role, I identified a customer struggling with their hiring metrics. By conducting a series of training sessions on our software and best practices, I empowered them to implement structured hiring processes, which subsequently led to improved performance and reduced time-to-fill metrics.

The key to effective customer communication is clarity and consistency. Keeping customers informed with timely updates and ensuring they understand our product offerings enables us to maintain strong relationships and fosters a collaborative environment.

I prioritize tasks based on urgency and impact. I like to use a system that allows me to categorize tasks and focus on high-priority customers first, ensuring proactive engagement while systemically working through regular touchpoints with the rest of the accounts.

Success can be measured through various metrics, such as customer retention rates, account growth, satisfaction surveys, and product usage analytics. I believe in setting clear KPIs upfront to track progress and identify areas for improvement.

In my past roles, I’ve been involved in multiple aspects of the talent acquisition process, from candidate sourcing and interviewing to implementing recruitment technologies. This experience gives me insights into how our product can best support hiring teams' needs.

I am drawn to Greenhouse’s commitment to creating a diverse, equitable, and inclusive work culture. The opportunity to support clients in enhancing their hiring processes while being part of a team that values collaboration and innovation is truly exciting for me.

Data is crucial in understanding how customers interact with our product. I utilize analytics to identify trends, customer satisfaction, and areas for improvement, allowing me to offer data-driven recommendations that support customer goals.

Continuous improvement is achieved through regular feedback loops with customers, staying updated on industry trends, and adapting best practices. I also value learning from past experiences and using those insights to refine our strategies for customer engagement.