Customer Success Agent (SaaS)

We are seeking a proactive and customer-focused Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, drive engagement, manage payment follow-ups, and assist with retention efforts.

You will take ownership of improving customer satisfaction and help reduce churn by ensuring customers derive maximum value from our service.

Please note that only candidates based in Latin America will be considered for this position.

Working Hours: 40h/week. Monday-Friday with one working weekend every 4 weeks. 9am-6pm PST or CST

Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses.

Key Responsibilities:

✔ Customer Engagement: Proactively engage with customers to ensure they are successful with our service, offering guidance and best practices.

✔ Dunning Management: Handle payment follow-ups.

✔ Retention Efforts: Manage at-risk customers, understand their concerns, and implement strategies to retain them.

✔ Feedback Loop: Document recurring issues and collaborate with Product, Sales, and Support teams to improve the customer experience.

✔ Upsell: Recognize and convert upsell opportunities.

Requirements

✅ Minimum 1 year of experience in Customer Support, Customer Success, or a similar client-facing role.

✅ Fluent in English (at least a C1 level)

✅ Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.

✅ Experience with dunning (payment collections), retention strategies, or subscription-based businesses is a plus.

✅ Excellent communication (written & verbal) and interpersonal skills.

✅ Ability to work independently while collaborating with cross-functional teams.

✅ Familiarity with CRM tools (e.g., Zoho, Planhat) and support ticketing systems.

✅ Patient, empathetic, and proactive in helping customers succeed.