Customer Success Specialist

GoTo

. React to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from products .

Posted 11/4/2026full-timeRemote • GuatemalaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer engagement and retention strategies, leveraging data-driven insights to enhance customer experience. Proficient in Salesforce and Gainsight for effective account management and communication.

Highest-signal resume keywords

Customer Success ExperienceSalesforce.com ProficiencyData-Driven Decision MakingStrong Presentation SkillsProject Ownership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementData AnalysisTechnical TroubleshootingProduct DemonstrationTraining DeliveryMicrosoft Office ProficiencyGainsight Experience

Soft Skills

CollaborationCommunicationProject LeadershipTime Management

Tools & Technologies

SalesforceGainsightMicrosoft Office

Industry Keywords

Customer RetentionCustomer ExperienceTech SupportPre-SalesRenewals

Tech Stack

Tools & technologies

ReactSFDC

About the role

Key responsibilities & impact

React to customer contacts to remove friction, provide best practices, deliver training, and help customers derive value from products
Own customer risk mitigation by acting on account alerts and investigating product usage changes, negative experiences, or signs of customer growth
Engage with customers at risk of erosion and churn and drive retention conversations with internal teams
Own outbound follow-up, including OSAT Detractors and email campaign requests
Stay informed on GoTo product updates, releases, roadmaps, and the IT Service market
Communicate via phone, email, and web to conduct product demonstrations and feature/functionality training
Collaborate with marketing, product development, sales, and customer support teams
Document customer engagement in Gainsight and Salesforce.com
Conduct customer outreach, including collections calls, email follow-ups, and periodic check-ins
Complete tasks assigned through the pool assignment process with high-quality execution and adherence to deadlines
Maintain accurate CRM records using Salesforce and Gainsight
Support inbound customer calls during high-volume periods
Assist with troubleshooting and escalate technical or account-related issues
Deliver a consistent and positive customer experience
Compile and analyze customer data and provide insights on outreach outcomes and task execution efficiency

Requirements

What you’ll need

2+ years’ experience in a customer-facing role: Customer Success, Tech Support, Pre-Sales, Renewals, or Sales
Tech-savvy; learns and adopts technology quickly
Ability to lead projects and work with others toward common goals
Ability to excel in a data-driven, metrics-oriented environment
Strong presentation, demonstration, and training skills
Demonstrated ability to manage a high volume of activities with varying priorities
Proficiency in Microsoft Office (Word, Excel, Outlook, PPT)
Proficiency in Salesforce.com
Gainsight experience is a plus
Strong project ownership and collaboration skills
Professional English proficiency (B2 level or higher)
Ability to collaborate, communicate, and write clearly in a professional environment

Benefits

Comp & perks

Comprehensive health benefits
Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
Tuition reimbursement
Access to instructor-led and on-demand learning and development programs
The Thrive Global Wellness Program
Confidential Employee Assistance Program (EAP)
Wellness app
One-on-one wellness coaching
Employee Resource Groups (ERGs)
GoTo Gives
Charitable matching
Flexible resources and support to thrive at work and at home
Inclusive workplace and culture of belonging