Customer Success Manager LATAM

You will manage the full lifecycle of LATAM enterprise accounts, from onboarding through renewal and expansion. You will build trusted stakeholder relationships, track adoption and success metrics, lead business reviews and workshops, resolve escalations, and develop enablement resources for regional customers.

Responsibilities

• Own the customer lifecycle from onboarding through renewal and expansion
• Build relationships with customer stakeholders and executive sponsors
• Define and track success metrics, health scores, adoption milestones, and ROI
• Design and execute activation strategies, workshops, office hours, and usage reviews
• Lead quarterly business reviews with customer leadership
• Identify expansion opportunities and partner with Sales on upsell and cross-sell initiatives
• Coordinate Product, Engineering, and Solutions teams to resolve escalations
• Surface LATAM customer feedback and product gaps internally
• Develop LATAM-focused playbooks, onboarding guides, and training materials
• Build champion communities and power-user networks

Requirements

• 4–7+ years of customer-facing experience in Customer Success, Account Management, or Strategic Partnerships at a SaaS or enterprise software company
• Fluency in Portuguese and English
• Spanish proficiency preferred
• Experience owning activation, adoption, retention, and expansion outcomes
• Experience managing enterprise account portfolios and complex stakeholder environments
• Ability to connect platform usage to business outcomes and ROI
• Facilitation skills for workshops, training sessions, and business reviews
• Executive-level communication and presentation skills
• Technical fluency for collaboration with engineering stakeholders

Benefits

• Equity
• Flexible remote-friendly work arrangements
• Access to LLM credits, tooling, and infrastructure