Customer Success Manager (Spanish/Bilingual)

CrewBloom

3d•Remote

About The Position

We are looking for a proactive and highly skilled Customer Success Manager (CSM) to join our remote team. This role is responsible for building strong client relationships, ensuring successful onboarding, resolving customer concerns, and helping clients maximize the value of our services. The ideal candidate is an excellent communicator who is comfortable working directly with U.S. customers through phone calls, video meetings, and written communication. You should be proactive, customer-focused, and able to work independently while maintaining clear communication with the internal team. Bilingual English + Spanish communication is required.

Requirements

Bachelor’s degree in any field.
Bilingual in English and Spanish — required.
Prior experience in customer success, customer support, account management, or a similar client-facing role.
Excellent verbal and written communication skills.
Strong problem-solving and critical-thinking skills.
Comfortable communicating with U.S. customers through phone calls, video meetings, and email.
Able to work independently in a remote environment while maintaining clear and consistent communication with the team.
Strong customer-service mindset with the ability to build trust and maintain professional client relationships.
Willing and able to work U.S. Pacific Time (PT).
Primary Internet Connection: 15 Mbps minimum
Backup Internet Connection: 10 Mbps minimum, must support continuity during power outages
Primary Device: Desktop/laptop with Intel Core i5 (8th gen+), Intel Core i3 (10th gen+), AMD Ryzen 5, or equivalent
Minimum 8 GB RAM
Backup Device: Meets or exceeds Intel Core i3 performance, Functional during power interruptions
Webcam and noise-canceling USB headset
Quiet, dedicated home office space
Smartphone for customer communication and verification

Responsibilities

Guide new clients through the onboarding process and ensure a smooth transition.
Clearly explain our services, processes, and expectations to clients.
Build and maintain strong, professional relationships with customers throughout their journey.
Maintain proactive communication with clients through calls, emails, and video meetings.
Regularly check in with customers to understand their needs, concerns, and overall satisfaction.
Keep clients engaged and informed throughout the relationship.
Respond to customer questions, concerns, and service-related issues in a timely and professional manner.
Identify the root cause of customer concerns and coordinate appropriate solutions.
Maintain a high standard of customer satisfaction and service.
Help clients maximize the value of our services through guidance, recommendations, and best practices.
Understand client needs and identify ways our services can better support their goals.
Monitor customer engagement and identify potential retention risks.
Proactively address concerns that may impact customer satisfaction or retention.
Identify opportunities to strengthen client relationships and expand the value of existing services.