Where you’ll work:
Guatemala City, GU, GTCustomer Care & Success at GoTo
At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products.
Where you’ll work: Guatemala City, Guatemala
Customer Success Specialist ( entry-level position) at GoTo
At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer success team, you'll play a crucial role in helping us achieve our mission by delivering exceptional life cycle experiences to our customers.
In your role as a Customer Success Specialist Level 1, you will be part of a motivated team engaging with our scale customers to help them realize value from their GoTo products. As we prioritize digital-first engagement through email content, SMS, and in-product messaging, we include targeted calls to action for customers to reach out to you. When you connect with our customers, you'll deliver product training, consult on best practices, highlight new features, and ensure a value-driven experience that maximizes customer retention.
Your Day to Day
As a Customer Success Specialist, you will work on:
Reacting to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from our products.
Owning customer risk mitigation by taking quick action on account alerts, investigating the root cause of product usage changes, negative experiences, or signs of customer growth.
Engaging with customers at risk of erosion and churn, driving retention conversations in partnership with internal teams.
Owning outbound follow-up, including OSAT Detractors and email campaign requests.
Staying informed on GoTo product updates, releases, roadmaps, and the IT Service market.
Effectively communicating via phone, email, and web to conduct product demonstrations and feature/functionality training.
Collaborating with various teams including marketing, product development, sales, and customer support to ensure a seamless customer and product experience.
Documenting customer engagement as required in Gainsight and Salesforce.com.
Additional Responsibilities:
Conducting various customer outreach efforts, including but not limited to collections calls, email follow-ups, and periodic check-ins to maintain engagement and satisfaction.
Completing tasks assigned as part of the pool assignment process, ensuring high-quality execution and adherence to deadlines.
Maintaining accurate records of customer interactions and updates using CRM tools (Salesforce, Gainsight).
Supporting inbound customer calls during high-volume periods or as needed, providing real-time problem-solving and guidance.
Assisting with troubleshooting and escalating technical or account-related issues to the appropriate teams.
Delivering a consistent and positive customer experience across all interactions.
Compiling and analyzing customer data, providing insights on outreach outcomes and task execution efficiency.
What We’re Looking For
As a Customer Success Specialist, your background will look like:
2+ years’ experience in a customer-facing role: Customer Success/Tech Support/Pre-Sales/Renewals/Sales.
Tech-Savvy loves technology, learns and adopts quickly, sharing this passion with customers.
Ability to lead projects and willingness to work with others toward common goals.
Ability to excel in a data-driven, metrics-oriented environment.
Strong presentation/demonstration/training skills.
Demonstrated ability to effectively manage high volume of activities with varying priorities.
Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
Strong project ownership and collaboration skills to work toward common goals.
What We Offer
At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team:
Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs
Paid holidays, volunteer time off, and quarterly self-care days and no meeting days
Tuition and reading reimbursement programs to support your continuous learning and professional growth
Thrive Global Wellness Program, Confidential Employee Assistance Program (EAP)
Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.
At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.
What We Offer
At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team:
· Comprehensive health benefits
· Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
· Tuition reimbursement and access to instructor-led and on-demand learning and development programs
· The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching
· Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching
We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day.
Specific benefits and offerings may vary by country in line with local regulations and market practices.
At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.
Skills Required
- 2+ years experience in a customer-facing role
- Tech-savvy and ability to learn quickly
- Strong presentation skills
- Proficiency in Microsoft Office and Salesforce
GoTo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about GoTo and has not been reviewed or approved by GoTo.
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Healthcare Strength — Public benefit descriptions highlight comprehensive medical, dental, and vision options alongside HSA/FSA, life/AD&D, and disability coverage. Employer-verified details indicate coverage begins at hire and the program includes wellness support.
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Leave & Time Off Breadth — Offerings include generous PTO, paid sick days and holidays, bereavement leave, paid volunteer time, and quarterly Self Care Days. Generous parental leave is also promoted across materials.
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Wellbeing & Lifestyle Benefits — A wellness program (Thrive), Employee Assistance Program, and gym reimbursement reinforce a focus on wellbeing. Remote-centric flexibility and monthly or quarterly self-care days further support work-life balance.
GoTo Insights
What We Do
Making IT easy, anywhere. Since day one, we’ve helped people and businesses do their best work – simply and securely – from anywhere. Today, work and life are intertwined. At GoTo, we help you focus on the things that matter most throughout the day: your projects, your professions, and even your personal passions.
