Customer Success (Ongoing/Enterprise) - Portuguese & Spanish

Passionate about helping customers? Do you love building relationships, ensuring adoption and driving value?

We are looking for someone who can join our Enterprise Customer Success team, with a main focus on monitoring the health and usage of each account in the customer portfolio. This role requires strategic thinking focused on results for the hotelier.

You will serve national and international clients (Spanish-speaking) with different levels of knowledge and needs.

About us:

Asksuite developed the first AI robot for hotel customer service, and was voted the best chatbot platform in the world for the hospitality/tourism industry for 6 consecutive years. Our AI serves 24/7 via messages instantly, multilingual and across multiple service channels. Our omnichannel platform centralizes the human service of all of a hotel's channels on a single screen!

We have clients in more than 90 countries, we were voted the 7th best company to work for in SC by Great Place to Work and the 1st in the world by the Hotel Tech Awards, in the tech for tourism segment. Our team has approximately 150 talents in more than 7 countries, and we are looking for someone eager to learn and grow together with us!

What is expected from this position:

• Be the customer's reference at Asksuite, monitoring the health and usage of each account in the portfolio

• Identify early risk signals and act to recover perceived value

• Serve national and international clients

• Have a proactive profile, identifying problems and opportunities and going after the customer to deliver solutions, value and exceeding expectations in the partnership

• Develop education and success materials for customers

• Present platform launches and news and conduct trainings

• Execute preventive and reactive contact playbooks

• Record every interaction in the CRM with category, result and next step

• Analyze portfolio data, identify churn patterns and suggest process and playbook improvements

• Collect testimonials and success cases for Sales and Marketing

How we measure success

Your results are measured by the health of the portfolio and the quality of what you identify and escalate, with contact volume as support and not as an end goal.

• Portfolio health and adoption

• Risks identified early

• Opportunities generated

• Volume and quality of contacts

• Playbooks resolved

You will do very well if:

• You think about customer results before thinking about number of meetings

• You organize well with many clients at the same time and know how to prioritize where the risk or opportunity is greatest

• You have process discipline: you record, categorize and close the loop on each contact

• You are curious about data and use what you find to propose improvements

• You listen well and perceive what the customer does not say: dissatisfaction, risk or room to grow

• You communicate clearly, in writing and in meetings, and make complete handoffs to other teams

It would be great if you have (not required):

• Experience in hospitality, especially Reservations, Front Desk or Sales

• Experience with CS tools such as Sensedata, Gainsight or similar

• Experience with chatbots, conversational AI or WhatsApp Business

• Data analysis in spreadsheets or dashboards

• Prior startup experience

• Completed or in-progress higher education in any area

• Proven experience in Customer Success, Account Management, or Sales at a SaaS company

• Experience with a large customer portfolio, monitoring the health and usage of each account

• Fluent Portuguese and Spanish, to lead meetings and negotiations

• Familiarity with CRM or CS platform and discipline to keep records up to date

• Availability for 40 hours per week, hybrid arrangement in Florianópolis/SC

Why do people love being part of Asksuite?

Our way of being:

• We are a new company in constant growth;

• We have a culture of feedback and career development within the company;

• No dress code;

• We support language courses and training;

• We are expanding internationally to more than 80 countries;

• We are among the 10 best companies to work for in SC according to GPTW;

• Pioneer and seven-time global champion for developing the best 24/7 service platform for the hospitality/tourism industry.

What we offer:

• National health plan with no co-payment;

• Pet health plan;

• Dental plan;

• Flash Benefits card: R$1.250,00;

• Wellhub (formerly Gympass);

• Monthly education allowance: R$200,00;

• Psychological assistance;

• Life insurance;

• Financial consulting and well-being;

• Relocation allowance (if necessary);

• Birthday day off;

• Flexible hours