Customer Success Specialist

Location: Guatemala City, Guatemala — fully remote, work from home

Salary: Q12,000 per month, plus performance bonuses of up to Q1,500 and $400 for each closed client expansion deal.

Company

hirify.global is a talent solutions company connecting businesses in the U.S. and Canada with virtual and executive assistants from Latin America through recruiting and Employer of Record services.

What you will do

• Take ownership of new client accounts after sales handoff, clarify needs, define role profiles, and create 30/60/90-day plans.
• Partner with Talent Acquisition during candidate search and support clients through hiring decisions.
• Onboard and coach assistants and clients through the first 90 days, tracking milestones, delegation percentage, hours reclaimed, and CSAT.
• Manage ongoing relationships through regular check-ins, proactive issue resolution, account health tracking, and CRM documentation.
• Support retention by addressing performance and engagement issues, managing replacement processes, and conducting exit interviews.
• Identify expansion opportunities, coordinate with Sales, present additional assistant recommendations, and collect testimonials and referrals.

Requirements

• At least 2 years of experience as a Virtual Assistant or Executive Assistant.
• Experience managing long-term client relationships, advising or coaching clients, and maintaining trust.
• Strong verbal and written communication, emotional intelligence, and the ability to handle difficult conversations.
• Ability to manage multiple accounts and prioritize according to risk and opportunity.
• Experience with reporting, dashboards, account health tracking, Notion, CRMs, or customer success platforms.
• C2 English proficiency is required. Own webcam, microphone, computer, quiet home workspace, and internet speed of at least 100 Mbps are also required.

Nice to have

• Customer Success experience.
• Experience with U.S.-based clients or remote-first teams.
• Training or coaching experience with assistants or junior staff.
• Experience in startup or high-growth environments.
• Basic understanding of talent acquisition, onboarding, or HR processes.

Culture & Benefits

• Full-time remote work from Guatemala with a Monday–Friday, 8:00 AM–5:00 PM schedule.
• Performance-based bonuses of up to Q1,500 tied to KPI attainment.
• Additional compensation of $400 per closed client expansion deal, paid 30 days after the role starts.
• Access to relevant software and subscriptions; personal computer equipment is required.
• Growth opportunities in a company that has doubled in size annually.

Hiring process

• Application questionnaire, psychometric evaluation, and English proficiency assessment.
• Skills assessment followed by a 60–90-minute skills assessment interview.
• Final 30–60-minute hiring manager interview; the process typically takes 2–4 weeks.