Junior Customer Success Manager

About the role

We’re looking for a highly motivated Junior Customer Success Manager to partner with our brand, retailer, and supplier accounts throughout their journey with Inspectorio. You’ll serve as a reliable guide for best practices, driving daily platform adoption, and ensuring operational success. In this role, you will either manage a portfolio of growing accounts or partner with Senior CSMs to support key enterprise clients. You’ll use data to monitor account health, align with cross-functional teams, and build the foundation for long-term customer success.

What you'll do

• Portfolio Management: Manage a portfolio of growth/mid-market accounts or assist Senior CSMs with enterprise-level accounts to drive platform adoption and user engagement.
• Relationship Building: Build strong, trust-based relationships with customer stakeholders, focusing on day-to-day platform users and operational managers, through regular check-ins and training sessions.
• Platform Optimization: Assist customers in configuring and optimizing their quality, production management, responsible sourcing, traceability, and compliance workflows within the Inspectorio platform.
• Data & Health Monitoring: Monitor customer usage and performance data to provide health insights, proactively identify adoption risks, and recommend basic actions to improve user outcomes.
• Commercial Support: Support the renewal process and help identify potential upsell and cross-sell opportunities, escalating them to Sales or Senior CSMs as needed.
• Issue Resolution: Troubleshoot common platform issues, answer "how-to" questions, and coordinate with internal support teams to resolve customer escalations efficiently.
• Cross-functional Collaboration: Collaborate closely with Product to communicate customer feedback, stay updated on new features, and help customers maximize product capabilities.
• Documentation: Maintain accurate, real-time documentation of customer health, adoption milestones, daily activities, and platform configurations in our CS systems.
• Process Improvement: Contribute to improving playbooks, enablement materials, and operational processes to enhance team consistency and the overall customer experience.

Qualifications

• Experience: 3+ years of experience in a customer-facing role (Customer Success, Account Management, Customer Support, or similar B2B SaaS environment).
• Languages: Fluency in English and Spanish is a must.
• Communication: Excellent interpersonal and communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Consultative Approach: Eagerness to develop consulting skills, actively listen, ask thoughtful questions, and translate customer needs into actionable platform configurations.
• Adaptability: Ability to learn quickly, adapt to a complex product domain, and manage time effectively in a fast-paced environment.
• Analytical Mindset: Comfortable looking at data dashboards to interpret basic usage trends and account health.
• Tech-Savvy: Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools is a plus.
• Global Flexibility: Ability to work flexible hours to support and accommodate international customers across different time zones.

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 Environment: Whether from home, our global hubs or a coffee shop, 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.