Customer Success Specialist

Overview

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At BotCity, we’ve built a pioneering Intelligent Automation platform, backed by global investors such as Y Combinator and SoftBank. Our mission is to empower enterprises worldwide to scale their automation initiatives with best-in-class governance, orchestration, and developer tools. We believe that automation projects are fundamentally software projects, which is why we advocate a high-code approach rooted in Python. Our commitment to innovation has enabled us to serve over 1,000 companies in 73 countries, and we continue to expand through strategic partnerships around the globe.

In 2024, we were honored to be recognized by G2.com as one of the world’s top 25 emerging platforms. We have been growing at double-digit rates for the last 3 years, with teams across Brazil and the US, and a global vision and strong understanding of Brazil as one of our markets. The Customer Success Specialist will be responsible for maximizing product utilization through proactive support and strong customer relationships, contributing to higher customer retention and revenue-generating opportunities. The ideal candidate is detail-oriented, customer-obsessed, and focused on enterprise accounts. The role reports to the Customer Success Coordinator.

• Serve as the primary point of contact for a portfolio of customers, ensuring successful adoption and ongoing usage of BotCity's products.
• Build and nurture strong, long-lasting relationships with customers, understanding their needs and challenges to provide tailored solutions and proactive support.
• Monitor customer health metrics and usage data to identify at-risk accounts and opportunities for additional services.
• Conduct regular check-ins and business reviews with customers, providing insights and recommendations to maximize the value they receive.
• Collaborate with Sales, Product, Support, and other teams to address customer issues, gather feedback, and provide recommendations on product development.
• Create and deliver training sessions and basic feature demonstrations to help customers effectively use our products, with technical team's support when needed.
• Develop and maintain documentation, including best practices, user guides, and FAQs, to support customer education and self-service.

• Bachelor's degree or equivalent experience in Business, Marketing, or a related field.
• Proven experience (2+ years) in a customer success, account management, or related role within a SaaS or technology company, preferably B2B.
• Experience mapping customer journey as well as building and analyzing data to extract business insights.
• Ability to think strategically and solve problems with a proactive approach to address existing customer needs and identify business opportunities.
• Excellent written and verbal communication skills, as well as strong relationship-building abilities, both with internal and external teams.
• Hands-on experience leading cross- and up-selling deals or initiatives.
• Experience working with MS Office/Excel, Google Suite, Notion, Slack.
• Ability to travel as needed to meet the team and visit customers.
• Proficiency in Customer Success software and tools (HubSpot).
• English - Advanced.

• Experience managing Customer Success projects with global teams.
• Prior experience with technical consulting and software implementation.
• Hands-on experience leading cross and up-selling deals or initiatives.
• Knowledge of processes and/or experience with RPA/CAS or iPaaS systems.
• Experience with data analysis and customer health metrics, using tools like Excel, Tableau, or Power BI to track and report on Customer Success metrics.
• Prior experience in an early-stage, high-growth, and fast-paced startup environment.
• Spanish - Advanced.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Computer and Network Security