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Working hours & eligibility

Weekly hours: 20 hours (4 per weekday in the LATAM time zone)
Eligible locations: All contracting locations that could cover the listed hours. Please check our hiring country list to confirm that your country is eligible before applying.

Hi there, I'm Aleks, Senior Customer Success Manager at TestGorilla. We’re excited to share more about the Customer Success Advisor role and our team!

About the Role

As our Customer Success Advisor in the Americas region (Canada and LATAM), you'll be essential in achieving TestGorilla's vision of helping one billion people land their dream job. You will manage a high-volume portfolio of ~100 SMB accounts, leveraging AI tools to understand and learn about product adoption, customer health, and account opportunities, enabling you to build strong, lasting relationships with customers and drive customer advocacy. You will work in a high-performing AI-first team, and we're looking for someone who is passionate about the customer journey and coming with us on our AI journey—automating the repeatable and humanizing the exceptional.

In this position, you will leverage your skills to onboard customers effectively and drive product adoption from day one and throughout the relationship. Using emerging tools to represent and discuss return on investment for customers, you will drive lifetime value and ultimately retention of our customers. Join our driven, remote-first team, and let’s achieve these ambitious goals together.

Want to see what it's like to join the Customer Success team and make an impact as a Customer Success Advisor? Get an inside look in this quick video from Aleks, our Senior Manager of Customer Success:

Responsibilities

Uphold TestGorilla's behaviors and foster an inclusive, supportive culture.
Collaborate effectively with global colleagues across teams and time zones.
Conduct excellent discovery conversations and streamline onboarding to optimize Time-to-First-Value and set customers up for long-term success.
Utilize strong customer relationship management skills to cultivate deep, multi-threaded partnerships across stakeholders, ensuring strategic alignment and delivering measurable ROI.
Leverage AI tools and automated playbooks to efficiently manage your portfolio, engage customers asynchronously, and optimize your daily workflows.
Monitor customer health closely to increase deep product adoption, credit consumption and expand the use of the TestGorilla featureset across your accounts (customer maturity).
Utilize data-driven insights to identify churn risks at scale and execute swift strategies to protect Gross Revenue Retention (GRR).
Partner directly with Account Managers to not only facilitate smooth renewals but also proactively identify expansion opportunities, drive greater credit consumption, and position successful accounts to participate in case studies that support cross-selling.
Take a highly consultative approach to transform successful customers into vocal champions, leveraging their insights to contribute directly to our product roadmap and serve as strong advocates for TestGorilla.

What you’ll bring

Is passionate about TestGorilla's mission to help one billion people find their dream jobs.
Has strong written and verbal communication skills in English and Spanish.
Thrives in a fast-paced, remote-first environment.
A background in account management or customer success with a proven track record of independently managing a high-volume book of business and delivering value and ROI at scale.
You are highly tech-savvy, comfortable navigating new AI technologies, and naturally apply systems thinking to automate workflows and scale your impact.
Skilled at leading deep discovery calls, navigating difficult conversations gracefully, and simplifying complex topics into clear messaging.
A data-driven approach to identifying account risks early and proactively acting on customer health metrics.

Growth Potential (Bonus Skills)

These are nice-to-have skills. If you don't have them, don't worry—these are areas where you can grow and develop within the role!

Prior familiarity with tools such as ChurnZero, HubSpot, N8N, Gong, Jira, or Confluence.
Commercial experience in managing renewal negotiations and pricing deals

What’s in it for you?

Please note: Some specifics, particularly around leave, may vary depending on your country of residence. This will be discussed during the hiring process.

Global Team: Join a fully remote, mission-driven team from around the world
Competitive compensation: Receive a competitive pay €15,780 - €19,600 (or $18,304 – $22,736 USD) + Share Appreciation Rights (SARs)
Remote & flexible work: Work from almost anywhere*. Enjoy flexible hours and asynchronous work to balance work and life.
* Check out the Countries we currently hire from here
Remote work budget: €1,000 per year to help you set up your home office
Growth & development: Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities
Stimulating work environment: Tackle new challenges and work with innovative technology in a dynamic setting
Connect with your team: Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats. Build a strong sense of community!
TestGorilla community groups: Join peers to build community and boost opportunities for connection, advocacy, and professional development.
Parent/Caregiver support: We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches
Work-life balance: Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being

Interested?

We believe in using our own product to ensure fair and objective hiring. If this role aligns with your skills and aspirations, we invite you to complete one of our very own assessments. This will give you a first-hand experience of our platform and help us get to know you better. We look forward to hearing from you!

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Customer Success Advisor (Part Time)