About the role
We are looking for a Senior Customer Success Manager who will help our clients maximize the value of YouScan and achieve their business goals through AI-powered social listening. This role combines strategic customer success, consulting, client growth, and revenue ownership. You will work with enterprise and mid-market clients, build long-term partnerships, drive retention and expansion revenue, and act as a trusted advisor for marketing teams at global brands.
About YouScan
YouScan is an AI-powered social listening platform that helps brands analyze online conversations, understand their audiences, and make smarter marketing decisions. Our clients include global brands and agencies such as Nestlé, Coca-Cola, McDonald’s, and many others. We combine AI, image recognition, and consumer intelligence to help companies “hear” their consumers across digital channels.
Key Responsibilities
- Develop a deep understanding of the product, its features, and capabilities to provide clients with expert guidance and tailored recommendations.
- Ensure high customer retention and customer engagement levels.
- Conduct onboarding sessions, trainings, strategic consultations and Business Reviews.
- Help clients achieve measurable business outcomes using YouScan.
- Identify upsell, cross-sell, and expansion opportunities.
- Manage renewals and proactively minimize churn risks.
- Analyze usage metrics, customer health, and engagement.
- Act as the voice of the customer internally.
- Collaborate closely with Product, Sales, Marketing, and Support teams.
- Handle complex negotiations and customer escalations.
- Help clients integrate social listening insights into their marketing and business processes.
- Participate in creating customer education content: webinars, FAQs, case studies, knowledge base materials, and trainings.
Functional Responsibilities
- Coordinate clients project proactivly.
- Develop a deep understanding of YouScan’s complex product to effectively advise Enterprise clients on its capabilities and best practices.
- Deeply understand clients’ business goals and use cases.
- Build success plans and adoption strategies.
- Manage contracts, renewals, payments, and tenders/RFP.
- Analyze user behavior and customer feedback.
- Prepare business reviews, presentations, and performance reports.
- Contribute to product improvement prioritization based on customer feedback.
- Coordinate internal teams to achieve customer outcomes.
Required Skills & Experience
Must-have:
- 3+ years of customer-facing experience in IT. Sales background will be plus.
- Languages: fluent English and Spanish, Portuguese will be very huge plus.
- Experience working in SaaS B2B companies.
- Experience working with the Enterprise clients.
- Experience driving retention, renewals, and expansion revenue.
- Proven measurable retention and growth results.
- Strong presentation and communication skills.
- Experience handling complex negotiations and escalations.
- High level of self-organization and ownership mindset.
- Proactive, problem-solving approach to work.
- Experience conducting onboarding sessions, trainings, and workshops.
- Understanding of marketing, social media, online reputation management, and consumer insights.
- Knowledge of AI / MarTech / Social Listening is a strong advantage.
- Location - LATAM countries or Spain.
What is especially important for this role Business-oriented mindset
We are looking for someone who:
- understands SaaS metrics such as ARR, MRR, NRR, and GRR;
- can influence revenue growth;
- speaks the language of business outcomes;
- builds strategic customer relationships.
Proactive communication
A Senior CSM at YouScan is not a reactive support role. We value people who:
- initiate communication proactively;
- identify and prevent risks early;
- proactively drive product adoption;
- manage accounts strategically.
Executive presence
We expect:
- confidence in leading calls with senior stakeholders;
KPI & Expected Results Core KPIs:
- Gross Revenue Retention (GRR)
- Product adoption
Target Metrics:
- Customer Retention Rate >100%
- Customer Satisfaction Rate >98%
What we offer
- Competitive salary + bonuses for expansion and upsells.
- Opportunity to work with global brands and enterprise clients.
- Access to modern AI and MarTech solutions.
- Strong customer-centric culture and team.
- Learning, knowledge sharing, and professional development opportunities.
- Structured onboarding and internal knowledge base.
- Automation of routine processes and a modern tech stack.
- Hybrid work format (Kyiv) or fully remote.
- Working hours: 3 PM – 12 AM Kyiv time.
- Unlimited Leave Policy.
- 4-day work week during summer.
- Work in an ethical product company with a strong culture and growth mindset.
- Company and team support during wartime conditions.
Who this role is perfect for
This role is ideal for someone who:
- enjoys building long-term relationships with clients;
- is passionate about helping customers succeed;
- can combine empathy with business thinking;
- wants to influence company growth through customer success;
- thrives in a fast-paced SaaS environment.
Job Type: Full-time
Pay: $4,584,312.00 - $7,640,520.00 per month
Experience:
- B2B SaaS (IT): 1 year (Required)
Language:
- Fluent English (Required)
- Spanish (Required)
Work Location: Remote
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