.Blurb: Join Flecto, the pioneering SaaS provider in the equipment rental industry, as we embark on a journey of growth and customer excellence. We're looking for a visionary leader to join our team as the Head of Operations. In this role, you will be the champion of our customers' success, driving retention and identifying upselling opportunities to ensure our clients fully leverage our platform to power their operations. If you're passionate about building lasting relationships and fostering growth within a dynamic tech environment, we want you on board!Role Overview:As a Customer Success Manager, you'll play a pivotal role in nurturing long-term relationships with our customers, ensuring they maximize the value from Flecto's platform. You'll guide clients through onboarding, address their needs, and act as the customer's voice internally, bridging relevant feedback to Product, Sales, and Marketing teams. Your contributions will be critical to driving customer satisfaction, reducing churn, and identifying upsell opportunities.The ideal candidate will have SaaS and B2B experience, thrive in early-stage startup environments, possess excellent interpersonal and communication skills, be organized, and deeply committed to our values.Key Responsibilities:Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and successful product adoption.Account Management: Build and maintain strong relationships with key account stakeholders to ensure high customer satisfaction and loyalty.Customer Development: Conduct regular performance reviews with customers to identify growth opportunities, usage trends, and potential upsell opportunities.Feedback Loop: Act as the voice of the customer internally by collecting and communicating user feedback to product, sales, and marketing teams.Support: Manage inbound support requests, ensuring timely resolution and escalating issues when necessary.Retention & Churn Reduction: Develop strategies and processes that help reduce churn and drive long-term customer retention.Cross-functional Collaboration: Work closely with sales, product, and marketing teams to ensure customer-centric strategies are implemented and customer needs are met.Qualifications:3-4 years of experience in a Customer Success, Account Management, or similar role in a SaaS or B2B environment, ideally in an early-stage startup.Fluent in Spanish and English (written and verbal), with Portuguese being a plus.Strong interpersonal and communication skills, with the ability to build rapport and trust with clients at all levels.A proactive, self-starter mentality with excellent problem-solving abilities.Ability to thrive in a fast-paced, dynamic startup environment and handle multiple projects simultaneously.Experience working with customer success software, CRM platforms, and data-driven decision-making