Posted today
Job Description
About Us:
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About Our Client:
Our client is a growing SaaS company in the insurance industry, based in Denver, Colorado, with approximately 30 employees. They provide a digital platform that helps insurance agencies manage and improve the digital experience they offer to their customers. Their platform serves 800+ independent insurance agencies and more than 3.5 million policyholders.
About the Role:
Join our US client as a Customer Success Manager — Data and help insurance agencies manage and resolve data-related requests within their platform.
We are looking for a customer-focused professional with 2+ years of Customer Success experience in a technology or SaaS environment. This role focuses on the data side of Customer Success rather than technical engineering. You will work alongside a Customer Success Director and own the data-related portion of an assigned portfolio of approximately 250 clients.
You will help customers troubleshoot data-related issues, QA information, create and follow up on tickets, coordinate with internal Engineering teams, and keep customers informed throughout the resolution process. The ideal candidate is personable, proactive, accountable, and comfortable working with technology and customers.
Note: This is a fully remote, full-time contractor role.
Key Responsibilities:
Manage data-related customer requests and questions for an assigned portfolio of approximately 250 clients.
Review and QA customer data to identify potential issues or inconsistencies.
Create tickets for the Engineering team when data-related issues require technical support.
Follow up on open tickets and ensure issues are properly tracked through resolution.
Communicate clearly with customers through video calls and email, keeping them updated on the status of their requests.
Document customer issues, updates, and relevant information in internal systems.
Support customers with basic platform processes and simple technical workflows when needed.
Collaborate with Customer Success Directors and internal teams to resolve customer issues efficiently.
Maintain accountability for customer requests and ensure each issue is properly closed and communicated.
Build positive relationships with customers and provide a friendly, proactive customer experience.
What We’re Looking For:
2+ years of Customer Success experience in a technology or SaaS environment.
Proven experience working directly with customers and managing customer requests or issues.
Strong problem-solving and follow-through skills.
Comfortable using technology, email, CRM platforms, and ticketing systems.
Ability to create tickets, update statuses, document notes, and follow established processes.
Excellent written and verbal communication skills.
Strong English proficiency and the ability to communicate effectively with US-based customers.
Personable, positive, and engaging personality with strong interpersonal skills.
Ability to manage multiple customer requests and stay organized.
Familiarity with customer data, QA processes, HubSpot, or similar tools is a plus.
Experience in insurance, insurtech, or B2B SaaS is a plus.
Basic familiarity with APIs or technical workflows is a plus, but advanced technical skills are not required.
Perks – What’s in It for You?
Competitive compensation in US dollars.
Flexible PTO policy.
Fully remote work.
Opportunity to work with a growing US-based SaaS company.
Collaborative and customer-focused work environment.