Client Success Manager, Spanish Speaking

Job Description:

• Serve as the primary post‑sale contact; build success plans tied to each client’s business outcomes.
• Lead renewals end‑to‑end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
• Identify and close low‑complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
• Run scaled engagement (cadenced check‑ins, QBRs) with crisp executive‑ready storytelling of value, ROI, and roadmap.
• Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
• Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
• Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
• Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
• Provide adoption analytics, risk flags, and expansion hypotheses; co‑present at QBRs.
• Bring voice‑of‑customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.)
• Translate client feedback into reproducible plays, knowledge base content, and product requirements.
• Contribute to cross‑functional incident reviews and process improvements to raise NPS and lower time‑to‑resolution.
• Mentor peers on insurance workflows and INSTANDA best practices.

Requirements:

• 4 - 7+ years in post‑sale roles (Customer Success, Account Management, Technical Account Management, Engagement/Delivery) in B2B SaaS and/or insurance (carrier, MGA, or vendor).
• Fluent in Spanish and English (verbal and written).
• Ability to communicate confidently with Spanish speaking clients.
• Working knowledge of insurance workflows (e.g., rating, underwriting, policy admin, endorsements, claims, billing) and how stakeholders (Product, UW, Ops, Distribution, IT) measure value.
• Strong commercial acumen: renewal negotiation, objection handling, and expansion qualification.
• Comfortable operating at ticket level (triage, prioritization) while elevating to executive value and ROI narratives.
• Proven ability to understand technical nuances in Jira tickets and Freshdesk cases, with enough technical depth to accurately interpret issues, support clients effectively, and liaise confidently with engineering teams.
• Analytical and structured communicator; executive presence; outcome‑first mindset.
• Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended.
• Nice to have: exposure to low/no‑code platforms and APIs.

Benefits:

• Pay range: up to USD 75,000/ up to CAD 95,000.
• Generous 28 vacation days, plus 10 US holidays per year.
• One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin.
• Freedom Pass work up to 4 weeks of the year from anywhere.
• FlexiBank you decide when to use your public holiday allocation.
• We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
• INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.
• All employees are included in the company discretionary bonus scheme
• Access to an Employee Assistance Program
• Annual learning & development allowance of USD/CAD$1,250
• Free access to LinkedIn learning and Microsoft ESI learning platform

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