- 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.
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.
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