Job Title: Customer Success Manager (Remote - Latin America)

Who we are

MixRank is a YC-backed, profitable Data-as-a-Service (DaaS) company founded in 2011. We're building something sustainable and meaningful for the long haul. Our team of over 40 talented individuals spans the globe, working remotely to handle over 3 petabytes of data each month.

We're proud of our decade-long journey, during which we've learned, grown, and become profitable. Our commitment is to continue running and improving our business indefinitely. This isn't just a job for us; it's our life's work. We’re not going to get acquired. Instead, we value steady growth, continuous learning, and making a lasting impact.

Our customer base includes some of the world's largest sales platforms, recruitment solutions, venture capital firms, and private equity companies, as well as cutting-edge startups fresh out of YC.

Who we’re looking for

We're looking for an experienced Customer Success Manager — someone who has a track record of working with enterprise customers, and can handle seamless communications via Slack, email and calls with customers to handle tickets, escalations and new product/feature requests.

This isn't just about support—it's about being a trusted advisor, technical liaison, and problem-solver all rolled into one. Your ability to navigate complex client relationships while understanding the technical intricacies of our products will be crucial to success.

• 4+ years in Customer Success, Account Management, or Support roles, preferably in B2B data, DaaS, sales-tech, or enterprise recruitment spaces. You should be comfortable managing accounts in the $100-250k ACV range and interfacing confidently with C-suite and VP-level customer champions.
• Truly exceptional communication skills: We're looking for more than just excellent speaking or writing skills. We need someone with deep empathy who can navigate complex client relationships, handle frustrated customers with grace, and make principled decisions that balance customer satisfaction with optimal outcomes.
• Ability to work within a multi-tool environment. We maintain direct Slack channels with all our enterprise customers, so you'll be juggling requests flowing in throughout the day via Slack and (on a smaller scale) email.
• Your ability to understand and explain the technical intricacies of our products is crucial. Experience working with APIs and basic SQL knowledge is a significant plus.
• Principled discipline: We're looking for someone with a meticulous approach to end-to-end ticket management. From creation to resolution, you'll need to identify problems, assign resources, provide constant updates, and drive issues to closure with unwavering attention to detail.
• As part of a globally distributed team, you must be self-motivated and able to manage your workload effectively. You should be comfortable collaborating across time zones while maintaining high productivity.
  
  

What you’ll be doing

• Customer onboarding: You'll be the bridge from sales to success, working closely with our engineering team to launch data products or subscriptions for new customers. Your proactive approach will shine as you create and continuously update documents, FAQs, and resources to help customers quickly get up-to-speed.
• Customer support: As our customers' go-to problem solver, you'll handle a variety of requests:
• How-tos: You'll guide customers through the complexities of working with massive datasets, especially in their crucial first 6 months. We want to make sure we're providing all the right resources and answering all questions, to make sure customers are getting the most out of their MixRank subscription.
• Bug Tickets: When working with over 1B rows of data, bugs are inevitable. You'll be the calm in the storm, acknowledging issues promptly, collaborating with our data engineering team, and orchestrating smooth solutions that keep our customers happy.
• Customer escalations: When customers are frustrated (even if it's beyond MixRank's control), you'll be our diplomat. You'll turn these challenging moments into opportunities for learning and improvement, always striving to exceed our high standards.
• Documentation: You'll distill complex information into easily digestible content, ensuring our resources evolve with new customer questions and feature releases. Think of yourself as the architect of our collective wisdom, building a foundation that supports both our internal team and our clients.
• Proactive communication: You'll set the bar for customer engagement, keeping clients informed and feeling valued throughout their MixRank journey. This isn't just about responding to issues – it's about anticipating needs, sharing updates, and fostering a sense of partnership. Your proactive approach will turn clients into advocates, strengthening relationships and driving long-term success.
• You'll be the vital link between our clients and internal teams. But this is more than just relaying information – you'll be a strategic partner in shaping our product roadmap. By effectively communicating client needs, prioritizing issues, and contributing insights, you'll help drive solutions that not only meet but anticipate client expectations.
  

What’s in it for you

• 100% remote work: We trust you to manage your time effectively. Our focus is on your impact and results, not the hours you clock. Work from anywhere, anytime – we believe great work can happen outside the constraints of a traditional office.
• Home-office setup: We provide a Remote Office Grant to ensure you have a comfortable, productive home office. No compromises here – we want you to have the best tools for the job.
• Comprehensive health coverage: We offer 100% health coverage and term life insurance.
• Personal development: Enjoy an unlimited book budget to feed your mind. We also cover your Netflix and Spotify subscriptions under our Entertainment allowance.
• Flexible leave policy: Take the time off when you need to recharge — we recommend at least 15 days a year. Our only ask? Don't let your team down.