Customer Success Manager

• Manage inbound and outbound customer interactions to understand client needs, follow up on renewals, resolve questions, and build long-term relationships.
• Guide new Buyer customers through the onboarding process, providing training and support to ensure successful adoption of the platform from day one.
• Monitor customer health, product usage, satisfaction, and engagement to identify risks, opportunities, and areas for improvement.
• Develop and implement actions aimed at reducing subcontractor churn, working closely with internal teams to improve their experience, adoption, and long-term relationship with Dokify.
• Analyze feedback and usage patterns to detect upsell and cross-sell opportunities, contributing to customer growth and revenue expansion.
• Track and interpret key KPIs such as retention, NPS, platform usage, renewal status, and customer satisfaction, proposing corrective actions when needed.
• Collaborate closely with Sales and Finance teams to ensure a smooth, aligned, and consistent customer journey.
• Act as a trusted advisor to customers, helping them understand how to make the most of Dokify’s solution according to their business needs.
• Share best practices, customer insights, and improvement ideas with the team to support continuous improvement.

Requirements

• Excellent verbal and telephone communication skills, with the ability to communicate with confidence, empathy, and a consultative approach.
• Previous experience in Customer Success, customer service, account management, consultative sales, or other customer-facing roles.
• Experience working in B2B environments is highly valued.
• Strong organizational skills and the ability to manage multiple priorities in a dynamic environment.
• Results-oriented mindset, with a focus on customer satisfaction, retention, and business growth.
• Comfortable working with data and using customer insights to identify risks and opportunities.
• Intermediate proficiency in Microsoft Office tools, especially Excel and PowerPoint.
• Experience working with CRM tools such as Salesforce, HubSpot, or similar platforms.
• Knowledge of Power BI or other data management and reporting tools is a plus.
• Collaborative, proactive, and continuous-improvement mindset.
• Native fluency in Spanish is required.
• Intermediate or advanced level of English, French, or other languages is a plus.