Customer Success Manager – Bilingual (English & Spanish) | US Based

AssessFirst • New York, NY

4d • Remote

About The Position

AssessFirst is a fast-growing HR Tech company on a mission to revolutionize recruitment globally. Instead of relying on CVs, they help companies predict performance and fulfillment by analyzing personality, motivations, and ability to learn. The company has expanded into the American market and is looking for its first US-based Customer Success Manager. This role will uphold the high standard of support for global clients while ensuring an exceptional experience for North and South American clients and partners. The focus will be on supporting successful implementation and effective use of the platform, and managing the timely resolution of technical support issues.

Requirements

• Fluent English and Spanish, as you will be partnering with American and LATAM clients.
• A Psychology lover - you’ll truly care about your clients’ focus and be passionate about sharing how AssessFirst can help
• 12 months+ in a relevant role: this could be Customer Success, Sales, or Talent Acquisition.
• Commercial mindset with a focus on renewals and upsells
• Empathy, problem-solving mindset, and customer-first approach
• Ability to explain technical concepts to non-technical audiences
• Strong stakeholder management and communication

Responsibilities

• Lead seamless onboarding and drive early activation, while continuously managing customer health, engagement, and adoption to ensure long-term success and retention.
• Translate product usage into measurable business outcomes, reinforce value through strategic guidance and success reviews, and contribute to renewals and revenue growth via retention and expansion.
• Provide responsive technical support and issue resolution, conduct investigations and improve documentation, while collaborating across teams and advocating for customer needs internally.
• Own the full customer lifecycle - from onboarding to renewal (with support from your Account Manager) - whilst acting as a trusted advisor and first point of contact for both functional and technical needs.
• Ensure clients are supported from initial training and onboarding, to project roll-out, and achieving their KPIs.
• Provide high-quality customer support, providing fast and helpful resolutions to issues and escalating to the internal teams where necessary.

Benefits

• Salary range: $65k annual salary + $30k OTE
• Autonomy & flexibility: manage your time freely based on priorities and ongoing projects.
• Full remote: work from anywhere in the US!
• Health insurance: covered by Deel.
• Team life: strong culture and 3 company offsites per year to connect and have fun.
• Coworking: access to shared spaces up to 6 times a month via Worklib.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed