Location: LATAM
Department: Success Department
Role: Customer Success Manager (EMEA)
Mode: Full-time
About Respond.io
Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.
Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale.
We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!
Our Culture
At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:
* Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
* The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
* 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
* Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
* Own It and Support Each Other: We step up, help out, and drive outcomes—together.
* Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!
Role Description
At Respond.io, the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.
Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.
Responsibilities
* Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform
* Assist customers during the onboarding process, ensuring a positive and smooth experience
* Develop and maintain strong relationships with both internal and external stakeholders
* Act as a point of contact for customer issues and ensure timely resolution
* Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform
* Monitor and report on customer satisfaction and platform usage
* Focus on maintaining high customer satisfaction and retention rates
* Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells
Qualifications
* 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
* Experienced in working with international customers and handling global accounts
* Attentive listener with an ability to address customer concerns effectively
* Strong communication skills in Arabic and English to convey complex ideas clearly
* Skilled in negotiating complex renewal contracts in a SaaS environment
* Proficient in optimizing complex business processes
* Familiarity with business messaging platforms, CRM systems, and Customer Success tools
* Passionate about digital transformation and understanding diverse businesses
* Ability to provide customer feedback and insights to various departments for product improvement
* Deep understanding of our products, industry trends, and competition
* Able to quickly grasp technical concepts and keen to become an expert in our software
* An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference
Here's what's in for you
* You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
* You will grow more here than you would anywhere else, that is a promise.
* Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
* We offer a highly competitive compensation package.
* You'll receive a medical allowance to support your health and wellness needs.
* Flexible working environment and working hours that fit your lifestyle, wherever you're based.