Customer Success Specialist

Hi there! We are South and our client is looking for a Customer Success Associate!

• Eligibility: This position is open to candidates residing in Latin America.
• Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.
• Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.

Out US-based client is the trusted online M&A sourcing platform for professional acquirers and sellers of privately held small businesses. We have built a pioneering digital transaction platform that radically improves the speed, confidentiality, and success by which small businesses hire M&A advisors, engage with potential acquirers, and achieve successful exits. In 2024, nearly 11,000 lower middle market businesses pursued M&A via the platform, leading to over 1,000,000 platform connections, 75,000+ signed NDAs, and hundreds of millions of dollars in successfully closed transactions.

The go-to-market (GTM) team is the company’s sales and customer success organization, focused on winning new business and growing our existing relationships across the “sell-side” (investment banks, M&A advisors, business brokers, and business owners) and “buy-side” (private equity, family offices, corporate development, independent private equity sponsors & search funds). The team comprises sales and customer success professionals responsible for their patch of prospective and/or existing accounts.

As a Customer Success Associate on the GTM team, your primary responsibility is to execute the key tasks that support our buy‑side members—this includes proactively engaging with inbound prospects and existing customers via phone and email, managing critical processes, and ensuring our systems remain accurate and up to date.

You will earn our members’ trust and bolster the company’s reputation for excellence in customer support. Each interaction that members have with the company should be held to the highest standards, resulting in positive resolutions and outcomes for our members. The Customer Success team is also responsible for proactive outreach to the company’s members whose usage of the platform is waning or from whom we require additional information.

The path to individual out performance in this role is unlocked by mastering the ins and outs of the company’s product and the talk tracks that let you effectively communicate our value proposition with members. You will be actively trained, developed, and coached in these areas.

• Understand unique member investment goals and strategies to ensure they are effectively set up to see success on the platform.
• Drive key KPIs around member engagement with the product, through phone and email interaction.
• Deliver on a number of customer success responsibilities, including but not limited to:
  • Help requests via phone and email
  • 20+ connected calls a week; promptly responding to member inbound requests via email; closing out cases in Salesforce; launching email campaigns to improve Member’s usage of the platform
  • Reporting common product and service feedback to the appropriate internal teams
  • Salesforce admin processing including contract processing and verification
  • Proactive member outreach to drive improved platform usage
• Attending and participating in regular internal meetings and contributing to internal projects and initiatives as they arise

• 2-6 years of professional experience
• 2+ years of credible and demonstrated experience in a quota carrying role within B2B sales/account management/customer success
• Prior exposure and GTM experience in or around investment banking or private equity is a strong plus
• Exceptionally strong written and oral communication skills in English
• Referenceable history of achieving increasing levels of excellence in personal or professional settings
• Highly responsive and organized
• Tech savvy, detail-oriented, and flexible
• Positive and professional work attitude

• Experience…