Bilingual Customer Success Manager

Summary

Pear Suite is a digital health company building software for community-based care. The Customer Success Manager will guide clients through SaaS platform implementation and optimization, build strong relationships, support engagement and retention, and collaborate with internal teams to address client needs.

Responsibilities

• Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform
• Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows
• Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice
• Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization
• Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement
• Develop and deliver training sessions and educational materials to help clients maximize the value of our platform
• Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates
• Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks

Skills

• * 3+ year of experience in SaaS software implementation
• * Must be bilingual, fluent in both Spanish and English (written and verbal)
• * Must have experience supporting SMB customers
• * Strong problem-solving skills and ability to handle complex client issues effectively
• * Excellent communication and interpersonal skills, with a customer-centric approach
• * Ability to work independently and manage multiple priorities in a fast-paced environment
• * Proficiency in relevant software tools and platforms, including CRM systems
• * Early stage start-up experience strongly preferred
• * Background in community health work or health tech is a plus

Qualifications

Must Haves

• * 3+ year of experience in SaaS software implementation
• * Must be bilingual, fluent in both Spanish and English (written and verbal)
• * Must have experience supporting SMB customers
• * Strong problem-solving skills and ability to handle complex client issues effectively
• * Excellent communication and interpersonal skills, with a customer-centric approach
• * Ability to work independently and manage multiple priorities in a fast-paced environment
• * Proficiency in relevant software tools and platforms, including CRM systems

Nice to Haves

• * Early stage start-up experience strongly preferred
• * Background in community health work or health tech is a plus

Benefits

• A mission driven culture that values innovation, collaboration and growth
• Equity: participation in an early-stage company
• Fully Remote
• Unlimited PTO
• Comprehensive Health, dental, and vision insurance
• Health and Wellness Stipend
• Tech Stipend
• Co-working Stipend
• Education and professional development allowance ($1,500 annually)
• Home office setup stipend