Customer Success Manager – Mid-Market (Spanish Fluency)

Hey there! We're ContactMonkey

Our mission? To power measurable employee engagement worldwide. And we'd love for you to join us!

About the job

As a Customer Success Manager, Mid-Market at ContactMonkey, you'll be responsible for managing a portfolio of mid-market accounts and ensuring their continued success with the platform. Your primary focus will be to onboard, manage, and retain customers, while also supporting expansion across your book of business.

This role directly impacts customer satisfaction, adoption, retention, and overall revenue growth at ContactMonkey.

You'll work closely with Sales, Product, and Support to ensure the customer's voice is represented across the organization. You're comfortable uncovering customer needs and identifying growth opportunities, supporting upsell and cross-sell conversations in a way that delivers value to the customer.

Our Customer Success team is looking for a motivated individual with 2+ years of customer-facing experience and a strong foundation in relationship-building to join our growing team. In this role, you'll own customer relationships, drive product adoption and engagement, increase customer value over time, and act as a trusted partner throughout the customer lifecycle.

The ideal candidate is collaborative and eager to learn, with the ability to work cross-functionally to support customer outcomes. If you're proactive, curious, and excited to grow your career in Customer Success, this role could be a great fit.

This role requires fluency in Spanish, as you will support a portion of Spanish-speaking customers across your portfolio.

Your impact

• Own and manage a portfolio of mid-market accounts, ensuring strong adoption, engagement, and customer satisfaction
• Onboard new customers through training of best practices
• Drive retention across your book of business while identifying opportunities for expansion and growth
• Collaborate closely with Sales, Product, and Support to deliver a seamless customer experience.
• Facilitate the customer's product journey through support touch-points; including business reviews, identifying upsell/cross sell opportunities and providing recommendations on best practices
• Conduct client outreach and manage customer expectations to drive customer retention and growth
• Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn

About you

• 2+ years experience in a customer relationship management role - preferably in a B2B SaaS environment
• Proven track record of meeting and exceeding retention targets across a book of business
• Proven track record of driving growth revenue through increased platform adoption and broader product usage across customer accounts
• Native or professional fluency in Spanish and English is required. You will be responsible for handling renewals, onboarding, and day-to-day success metrics for our Spanish-speaking portfolio
• Experience delivering software training with the ability to convey information in a clear, digestible manner
• Ability to solve problems effectively and timely
• Strong project management and detail oriented organizational skills
• Excellent communication and teamwork skills
• Ability to work independently and collaboratively

How you can stand out

• You are a problem solver that doesn't shy away from a challenging situation
• You are enthusiastic about building lasting partnerships and deliver a customer-first focused mindset
• You have an aptitude for technology and are eager to learn and upskill

What we bring to the table

100% employer-paid benefits + a Health Spending Account from day one

Work from anywhere in the world for up to 4 weeks

Stock option plan—own a piece of our success

RRSP Group Savings Plan to plan for your future

Generous vacation package to recharge and relax

Personal development budget to fuel your growth

One personal day + two volunteering days to give back

Your Birthday off—celebrate on us!

Five health days per year to stay at your best

Beautiful downtown Toronto office for hybrid work—fully stocked with all the best snacks

Compensation & Work Details

The base salary range for this role is $60,000 - $80,000 CAD. In addition to base salary, this role includes a variable compensation component. Compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity.

We're always happy to answer questions about compensation throughout the hiring process.

This is a backfill position based out of our downtown Toronto office, at King and Spadina. Our team works in the office 3x/week to promote collaboration.

Who We Are

Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we're not just sending out traditional emails with our internal comms software; we're changing the way companies connect and communicate with their people. Brands like IKEA, Roku, KMPG, and countless others are using our solution to transform employee engagement.

Our all-in-one platform—featuring a drag-and-drop email builder, engagement tools, and analytics—makes it easy for businesses to create, send, and measure their internal email campaigns directly within Outlook or Gmail. This way, internal communications go from being ignored to binge-worthy, sparking more opens, clicks, and conversations.

We've been on an explosive growth streak over the past few years, and we're not slowing down anytime soon. Here's a bit of what we're proud of:

• Ranked by the Globe & Mail as one of Canada's fastest-growing companies
• Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 50™ awards for revenue growth over the past four years
• Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America
• Raised $55 million Series A financing in 2023

Diversity is our strength

At ContactMonkey, we are building diverse products and we need a diverse team to do that. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

We are committed to creating an accessible experience for all candidates. If you require any accommodations or adjustments during the interview process or beyond, please inform us, and we will work with you to ensure the necessary support is in place. We are continually striving to enhance our accessibility practices and welcome any feedback or suggestions on how we can better serve candidates with accessibility.

AI Disclosure

We use AI to take notes during our interview. Applications and interviews are reviewed by our Talent Acquisition team. Our applicant tracking system utilizes AI for workflows and hiring process efficiencies.