Job Description

What you’ll do

– Monitor at-risk accounts daily and take proactive action before clients escalate or churn.

– Execute retention playbooks based on account health signals, moving accounts through the appropriate recovery or adoption stages.

– Reach out proactively to clients to drive platform adoption, resolve operational blockers, and maintain an active relationship across the portfolio.

– Track payments, balances, contract status, and platform usage across all assigned accounts.

– Build and follow up on action plans for accounts showing early warning signs of churn or decreased engagement.

– Attempt recovery on accounts that have unsubscribed or gone inactive, using available levers (cashback, fee adjustments, operational support).

– Log every client interaction, stage change, and next step in Salesforce, same day, every time.

– Maintain full Salesforce hygiene across the portfolio on a weekly basis.

– Escalate accounts that require senior intervention with full context already documented.

– Collaborate cross-functionally with Operations, Product, and Support to unblock client issues and improve the overall experience.

– Contribute to weekly team reporting with portfolio data and actionable insights.

– Use AI tools (Claude, Lovable) to increase the quality and speed of client communications and internal documentation.

What we’re looking for

Experience:

• 2+ years in Customer Success, Account Management, or a client-facing role at a B2B SaaS, Fintech, or Payroll company.
• Proven experience managing a high-volume portfolio of accounts simultaneously.
• Demonstrated ability to retain accounts, recover at-risk clients, and drive product adoption.

Technical Skills:

• Salesforce or equivalent CRM, reports, pipelines, record management.
• Google Workspace: Sheets, Docs, Slides.
• Productivity tools: Slack, Loom, Zoom.
• AI tools: Claude, Lovable (actively used, not just awareness).

Domain Knowledge:

Working knowledge of SaaS metrics: MRR, GRR, Logo Churn, Expansion, Decrease.

Basic understanding of payroll, international contractor management, or compliance is a plus.

Language:

Spanish: native or fully fluent.

English: High or fully fluent, mandatory.

What we offer

• Fully remote culture: Work from anywhere in the world. 🌍
• Competitive compensation: Aligned with your experience, cost of living and market. 💸
• Global payment flexibility: We support payouts in multiple currencies so you can get paid wherever you are. 💳
• Access to coworking spaces worldwide: Connect, collaborate, or work in inspiring environments anytime. 🏢
• Freedom & Results culture: Autonomy, ownership, trust, and clear outcomes. 🎯
• Unlimited PTO: With a mandatory minimum to help you truly disconnect. 🏝️
• Quarterly recognition programs: Including our Workation for Pinnacle Award winners. 🏆
• Learning & development opportunities: Exposure to cutting-edge AI tools. 🤖
• Work-life flexibility: With async collaboration and a global distributed team. ⏱️