Customer Success Manager - Spanish Speaking (USA Remote Working)

Customer Success Manager - Spanish Speaking (USA Remote Working)

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Role Overview

The role of Customer Success Manager sits within the Pulsar Customer Success team, reporting to the VP of Customer Success/TBD. The position is remote and based in the US (EST time zone). It focuses exclusively on one of our largest global enterprise clients, driving adoption of our tools across the Americas—including Canada, USA, and South America—which requires fluent Spanish. The role works alongside other Customer Success team members on this client and collaborates with a dedicated Account Manager responsible for commercial growth. Responsibilities include onboarding, delivering platform training, providing project and technical support, and driving adoption via usage data, CSAT, and retention metrics.

This role suits an organised, experienced, and proactive customer success professional who balances detailed data work with a big‑picture perspective, innovates to deliver client value, and presents dynamically to drive measurable results.

Key Responsibilities

• Develop deep relationships with key stakeholders and users of the global enterprise client.
• Present highly engaging training sessions for users in both English and Spanish.
• Own the usage and adoption metrics for this client across the Americas region.
• Support users with ad‑hoc project support, problem‑solving, and technical guidance.
• Develop an understanding of client business needs to ensure they derive value from their subscription, achieving higher adoption and customer satisfaction.
• Feed into the global adoption strategy for the client, working collaboratively with a dedicated team.
• Generate proactive conversations with clients, encouraging the use of our tools in new teams, use cases, and features.
• Collaborate closely with Pulsar’s leadership and customer success executives to mitigate risk and implement support that optimises retention.

Profile

We are looking for a candidate with an excellent academic record and engaging personality, who has an interest and experience in tech, marketing, and social media.

• 2:1 degree or equivalent.
• 3+ years of similar experience in a Customer Success, Account Manager, or Support role driving adoption and renewal KPIs.
• Fluent Spanish.
• Experience working with global enterprise clients, 1,000–10,000 users.
• Inspiring and engaging communicator, comfortable presenting to large groups virtually and in person.
• Comfortable working with and analysing data, handling technical questions.
• Ability to travel across the Americas as needed.
• Experience in social listening, audience intelligence, or social media analytics tools.
• Experience working with global network agencies.
• Understanding of media monitoring, crisis communications, or reputation use cases.
• Additional languages beneficial but not essential (e.g., Portuguese).
• Experience working with Marketing, PR, and Insights teams.
• Experience using tools such as Salesloft, Salesforce, LinkedIn Sales Navigator, FullStory, and Intercom.