Join Aivo an Engageware Co, in shaping a customer journey powered by data, automation, and digital innovation.
As a Digital Customer Success Specialist you will be responsible for ensuring our customers' success at scale, utilizing digital tools, automation, and analytics to ensure they effectively adopt our product and realize maximum value.
You will work proactively to drive customer adoption, satisfaction, and retention through scalable, automated, and personalized strategies. This role combines analytical and communication skills with a focus on customer experience.
This role is key to improving the customer experience, reducing churn, and scaling our Customer Success operations in a rapidly growing SaaS company.
🌎This role is open in Mexico City and Colombia (Contractors)
Responsibilities:
- Manage customer relationships through digital channels (email, webinars, automated campaigns, educational content, etc.).
- Implement and optimize digital onboarding, adoption, and renewal journeys.
- Implement and optimize scalable customer success strategies.
- Monitor key customer success indicators (engagement, adoption, satisfaction, churn).
- Collaborate with product, sales, and support teams to improve the customer experience.
- Identify upselling and cross-selling opportunities digitally.
- Identify behavioral patterns and segment customers to offer personalized experiences.
- Analyze product usage data to provide personalized recommendations to customers.
- Escalate risk signals and growth opportunities to the CSM team or account managers when appropriate
- Create educational content and self-help resources (videos, articles, guides).
Qualifications:
- Previous experience in customer success, digital marketing, product development, or similar roles.
- Ability to build and maintain strong relationships (internally and with customers).
- Collaboration and teamwork skills, time management, sense of urgency and prioritization of tasks are critical to the success of this position.
- Knowledge of marketing automation platforms, CRM tools , Customer Success tools (e.g., HubSpot, Salesforce, Gainsight, ChurnZero, others).
- Analytical skills to interpret usage and engagement metrics.
- Proactive spirit, results-oriented, and a passion for technology.
- Excellent written communication skills and a focus on customer experience.
- Knowledge of Customer Success methodologies (CSM Playbooks, QBRs, Health Scores).
- Experience creating educational content (videos, webinars, emails, etc.).
- Experience working with Artificial Intelligence, conversational automation, or CRM products.
- Experience in SaaS or technology companies.
- Knowledge of customer journey mapping and customer success frameworks.
What We Offer
- Opportunity to work in a multicultural company with colleagues and clients from different countries.
- Work in a position with high visibility and growth opportunities
- Flexible schedule
- Birthday day off
- Anniversary days
- Experience an exceptional working environment
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What We Do
Engageware is the only comprehensive provider of customer engagement solutions, enabling businesses and organizations to resolve their customers’ needs at the first interaction. Engageware’s end-to-end customer engagement platform is powered by conversational and generative AI to automate responses to routine questions, provide instant access to knowledge bases, and give organizations a holistic view of the customer journey. With the acquisition of Aivo, more than 700 organizations in the banking, financial services, retail, health, and education sectors rely on Engageware’s solutions to drive growth with increased sales and conversion, improve multi-channel customer experience, automate customer service, and reduce call center workload. Engageware’s platform allows synchronous channel handoffs and robust data and analytics to inform strategic business decisions that drive growth, efficiency, and stronger customer relationships. Engageware is a portfolio company of Clearhaven Partners.
