Customer Success Specialist

About GoTo

• Remote (Guatemala) Customer Care & Success at GoTo At GoTo, our Customer Care & Success team helps people get the most out of technology.
• We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community.
• Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed.
• Learn more.

Responsibilities

• We use innovative, AI-driven tools and automation to make support faster and smarter.
• Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience.
• Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products.
• Day to Day As a Customer Success Specialist, you will work on: Reacting to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from our products.
• Owning customer risk mitigation by taking quick action on account alerts, investigating the root cause of product usage changes, negative experiences, or signs of customer growth.
• Engaging with customers at risk of erosion and churn, driving retention conversations in partnership with internal teams.
• Owning outbound follow-up, including OSAT Detractors and email campaign requests.
• Staying informed on GoTo product updates, releases, roadmaps, and the IT Service market.
• Effectively communicating via phone, email, and web to conduct product demonstrations and feature/functionality training.
• Collaborating with various teams including marketing, product development, sales, and customer support to ensure a seamless customer and product experience.
• Documenting customer engagement as required in Gainsight and Salesforce.com.
• Conducting various customer outreach efforts, including but not limited to collections calls, email follow-ups, and periodic check-ins to maintain engagement and satisfaction.
• Completing tasks assigned as part of the pool assignment process, ensuring high-quality execution and adherence to deadlines.
• Maintaining accurate records of customer interactions and updates using CRM tools (Salesforce, Gainsight).
• Supporting inbound customer calls during high-volume periods or as needed, providing real-time problem-solving and guidance.
• Assisting with troubleshooting and escalating technical or account-related issues to the appropriate teams.
• Delivering a consistent and positive customer experience across all interactions.
• Compiling and analyzing customer data, providing insights on outreach outcomes and task execution efficiency.

Requirements

• We’re Looking For As a Customer Success Specialist, your background will look like: 2+ years’ experience in a customer-facing role: Customer Success/Tech Support/Pre-Sales/Renewals/Sales.
• Ability to lead projects and willingness to work with others toward common goals.
• Strong presentation/demonstration/training skills.
• Demonstrated ability to effectively manage high volume of activities with varying priorities.
• Proficiency in using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; Gainsight experience is a plus!
• Strong project ownership and collaboration skills to work toward common goals.

Preferred

• Tech-Savvy loves technology, learns and adopts quickly, sharing this passion with customers.
• Ability to excel in a data-driven, metrics-oriented environment.

Benefits

• Professional English proficiency (B2 level or higher), with the ability to collaborate, communicate, and write clearly in a professional environment What We Offer At GoTo, we care about helping our people succeed at work and feel supported in life.
• Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging.
• Here's what you can expect as part of our team: Comprehensive health benefits
• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
• Tuition reimbursement and access to instructor-led and on-demand learning and development programs

The Thrive Global Wellness Program, a confidential

• (EAP), a wellness app and one-on-one wellness coaching Employee-led communities and programs, including
• Employee Resource Groups (ERGs), GoTo Gives, and charitable matching We work hard to create an environment where everyone feels welcome, respected, and able to contribute.
• Building a culture of belonging isn't just something we talk about - it's part of how we work every day.
• Specific benefits and offerings may vary by country in line with local regulations and market practices.
• At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between.
• You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts.