Customer Success Executive

About the role

Cabify is actively working to reshape how people move within cities by prioritizing sustainable and efficient transportation options that reduce the dependency on private cars. In this specific position, you will become a core member of the B2B team, dedicated to managing key corporate partnerships from initial integration through long-term retention. Your primary responsibility will be to ensure that every client not only uses the platform but achieves their desired outcomes through our services. You will act as the main liaison for corporate clients, translating business needs into actionable plans within the Cabify ecosystem. The role requires a proactive approach to monitoring account health and anticipating needs before they escalate into issues. You will be instrumental in driving adoption and demonstrating the tangible value of the Cabify solution to decision-makers. Ultimately, your success will be measured by the satisfaction and growth of the enterprise accounts you oversee.

Key facts

What you'll do

• Orchestrate the comprehensive onboarding journey for new corporate clients, aligning internal resources with client objectives.
• Translate complex platform functionalities into clear training sessions for administrators and end-users regarding the Cabify app and web interface.
• Implement structured methodologies to monitor usage patterns and adherence to operational policies across assigned accounts.
• Design and compile detailed performance dashboards and recurring reports that visualize client engagement and key trends.
• Facilitate strategic check-in sessions with stakeholders to review performance data and collaboratively identify optimization opportunities.
• Interface directly with the Growth Executive team to identify cross-sell and upsell potential within existing client organizations.
• Act as the primary contact point for the Risk and Retention Specialist when monitoring account stability and mitigating churn risks.
• Conduct educational workshops for clients on support procedures, internal workflows, and strategic account management best practices.
• Analyze client interaction data to detect early signs of friction and implement solutions that enhance the overall experience.
• Develop long-term roadmaps for account expansion by identifying new use cases and departments that can benefit from the service.
• Serve as the central hub for client feedback, ensuring that product and operational teams receive actionable insights for improvement.
• Monitor the achievement of contractual key performance indicators to ensure mutual success targets are met.
• Build trust-based relationships with C-level and managerial personnel to secure executive sponsorship for initiatives.
• Standardize documentation for operational workflows to ensure consistency and clarity across all managed accounts.

Requirements

• You must possess between 2 and 3 years of professional experience in Customer Success, Account Management, or Customer Experience positions.
• A University degree is mandatory, specifically in Business Administration, Industrial Engineering, Marketing, or a closely related discipline.
• You must demonstrate advanced-level competency with Microsoft Excel, including formulas and data manipulation.
• Exceptional verbal and written communication skills are non-negotiable for this role.
• You must be capable of working autonomously while maintaining a strict focus on organization and achieving measurable results.
• A proven track record in managing complex client relationships and resolving intricate problems is essential.
• You must be fluent in Spanish, as this is the primary language required for client interactions in this market.
• You must have a valid driver's license and be willing to travel within the Lima metropolitan area as required.
• You must be legally authorized to work in Peru without the need for sponsorship from Cabify.
• A strong aptitude for learning and adapting to new software tools and SaaS platforms is required.
• You must have a customer-centric mindset, placing the client's strategic goals above internal convenience.
• You must be comfortable working within a fast-paced, agile environment that demands flexibility and quick decision-making.

Nice to have

• Familiarity with CRM platforms, particularly Salesforce, is a distinct advantage for managing pipeline data.
• Previous experience in the transportation, logistics, or mobility sectors is preferred due to domain relevance.
• Proficiency in data visualization tools or basic coding skills for reporting automation is a bonus.
• Experience managing enterprise-level accounts with C-suite stakeholders is highly valued.
• Knowledge of fleet management or operational logistics concepts will help in understanding client needs.

Practical notes

• Recharge Day: The third Friday of every month is a day off.
• Monthly credit for the Cabify app.
• 100 percent coverage for private health and oncology insurance.
• Access to employee discounts and personal development programs.
• This role operates under a hybrid work model, requiring a mix of remote and in-office presence.
• Candidates must be available to work during standard business hours in the Lima time zone.
• Travel within the Lima region may be required to meet with key clients or attend team meetings.
• This position is initially focused on candidates based in or willing to relocate to Lima, Peru.