Customer Success Specialist

About Mauna Mauna is building an all-in-one platform for experience and activity businesses in Latin America — helping them manage bookings, payments, schedules, and customer communication from a single place. From climbing gyms and yoga studios to cooking schools and city tours, we empower local entrepreneurs with the tools they need to grow, reach more customers, and simplify operations. We’re a venture-backed startup based in Mexico and scaling fast. Role Overview At Mauna, we work with hundreds of local businesses looking to digitize and grow. As our Customer Success Specialist , you’ll play a critical role in activating new vendors , guiding them to their first sale , and improving our conversion funnel end to end . This is a hybrid role that blends onboarding, support, and light sales — helping leads become successful vendors and ensuring they stay engaged. You'll work with tools like HubSpot, WhatsApp Business, Notion, and automation platforms to build a scalable and delightful vendor journey. We move fast and improve every week — this role is perfect for someone who’s hands-on, tech-savvy, and energized by helping others succeed in a high-growth environment. Key Responsibilities Own the full onboarding journey for new vendors — from sign-up to their first sale. Build and optimize automated workflows in HubSpot to scale activation and retention. Follow up with inbound leads and assist them in publishing and selling their first product. Manage ongoing support via WhatsApp and email for active vendors. Identify bottlenecks in the funnel and propose improvements to drive activation. Monitor vendor activity and re-engage inactive or underperforming accounts. Collaborate with product, marketing, and ops to improve onboarding materials, automations, and tools. Maintain dashboards tracking vendor metrics like activation rate, NPS, and funnel drop-offs. What You Bring 1–3 years in customer success, onboarding, account management, or sales (ideally in SaaS or marketplaces). Excellent written and verbal communication in Spanish (English is a plus). You’re highly tech-savvy and AI-driven — you naturally adopt new tools (Notion AI, ChatGPT, Zapier, etc.) to work smarter. Experience with HubSpot, WhatsApp Business, Google Sheets, and workflow automation tools. Strong ownership, follow-through, and empathy — you're motivated by helping businesses succeed. Startup mindset: you’re adaptable, proactive, and comfortable with ambiguity. You know how to prioritize, manage your time, and focus on impact. What We Offer A mission-driven startup with real traction and fast growth. Hybrid work model — remote-friendly with occasional coworking in CDMX. High autonomy and direct impact — your work will shape the vendor journey at scale. A fast-paced environment where iteration, speed, and creativity are encouraged. Clear opportunities for growth — early hires will have a strong path toward leadership as the team expands.

Location: Ciudad de México, MX

Posted Date: 5/26/2025