Customer Success Manager (Spanish-Speaking, Fully Remote)

Customer Success Manager (Spanish-Speaking, Fully Remote) Role Overview We’re seeking an experienced Customer Success Manager with professional-level Spanish fluency to join our growing team. This role is key to ensuring our Spanish-speaking enterprise clients achieve success with Neurotrack’s platform. You will own client relationships end-to-end — from onboarding to ongoing engagement, adoption, and renewals — while collaborating with internal teams to drive value, advocate for client needs and help scale our success operations. This is a fully remote position with flexibility to accommodate clients in different time zones. Key Responsibilities • Serve as the primary point of contact for Spanish-speaking clients throughout the customer lifecycle. • Lead and support client onboarding and implementation, working closely with product, engineer, marketing and implementation teams to ensure seamless deployments and integrations. • Engage in solution engineering - configuring, integrating, and customizing Neurotrack’s platform to meet each client’s specific needs and workflows, ensuring the solution delivers measurable value and aligns with business objectives. • Conduct regular check-ins and business reviews to discuss progress, optimize platform use, and address any challenges. • Deliver live or recorded product training, webinars, and support materials in Spanish and English. • Partner with product, engineering, and other teams to communicate client feedback and influence improvements. • Track customer health metrics, identify risks, and proactively develop retention and engagement strategies. • Manage renewals and identify expansion opportunities within existing accounts. • Maintain up-to-date documentation, playbooks, and FAQs in both Spanish and English. • Advocate for customers internally while representing Neurotrack’s mission and values externally. • Act as an innovative thinker and problem solver, bringing new ideas to improve workflows, client engagement, and operational efficiency. Qualifications Required: • Native or professional fluency in Spanish and English (both written and verbal). • 3+ years of experience in Customer Success, Account Management, Client Services, or Client Implementation (preferably in SaaS or digital health). • Proven success managing enterprise or institutional clients, driving adoption and retention. • Demonstrated experience partnering with implementation and technical teams on solution rollouts. • Comfort with light technical configuration, data mapping, or integration work in collaboration with engineering or product teams. • Strong communication and presentation skills, with the ability to simplify complex concepts. • Data-driven mindset with experience using CRM or success tools (e.g., HubSpot, Salesforce, Gong). • Self-starter comfortable working independently in a fully remote, distributed team. Excellent organizational skills and attention to detail. Preferred: • Experience in digital health, cognitive health, neuroscience, or wellness technology. • Background working with healthcare organizations or payers. • Familiarity with customer analytics, NPS/CSAT, and success metrics. Success Metrics • Customer retention and renewal rates • Platform engagement and adoption rates • Time to value (onboarding speed and outcomes) • Net dollar retention and upsell success • Customer satisfaction and advocacy (NPS, testimonials) Working at Neurotrack • Location: Fully Remote (US - preferably Puerto Rico) • Schedule: Full-time, flexible hours depending on customer region • Travel: Limited — occasional travel may be required for client meetings (about 25%) • Benefits: Comprehensive health coverage, equity options, unlimited PTO, and a wellness account. At Neurotrack, you’ll be part of a mission-driven team committed to improving lives through better brain health. You’ll work with innovative technology, collaborate with passionate colleagues, and make an impact across Spanish-speaking markets.