Customer Success Manager - LATAM
Own the post-signature lifecycle for B2B and enterprise fintech customers, driving onboarding, adoption, retention, expansion, and renewal. The role requires 4–6 years of customer success experience, SaaS and API familiarity, broker-dealer experience, and the ability to work remotely on US Eastern Time hours.
About the job
Responsibilities
- Act as the primary contact for B2B and enterprise customers throughout the customer lifecycle.
- Build and maintain strong customer relationships, ensuring satisfaction, retention, and success.
- Manage internal and external escalations with a focus on customer empathy.
- Maintain regular customer contact to understand business priorities, monitor progress toward key results, and identify and mitigate risks.
- Forecast growth with partners and monitor progress toward shared goals.
- Drive adoption of new and existing platform features among live partners.
- Identify and share best practices and pitfalls.
- Represent partners internally across Marketing, Product, and Operations.
- Provide internal communication and reporting on account status, health, and risk.
- Develop customer success strategies.
- Identify opportunities to improve and optimize internal processes.
- Deliver QBRs and executive reports aligning customer goals with platform outcomes.
- Serve as a trusted advisor to customer leadership teams, aligning platform capabilities with go-to-market strategies.
- Own the post-signature customer lifecycle, including onboarding, activation, expansion, and renewal.
- Collaborate with Product, Sales, and the Broker-Dealer to advocate for partner needs and influence roadmap priorities.
Requirements
- 4–6 years of experience in a customer success role managing customer relationships.
- Comfortable working US Eastern Time hours in a remote setup.
- Understanding of key technology concepts such as SaaS and APIs.
- FinTech experience, especially in the broker-dealer business.
- Experience working with both large and small companies.
- Ability to work remotely and independently and manage time and obligations.
- Flexibility to support business needs in a fast-paced environment.
- Ability to manage customer relationships across companies of various sizes.
- Collaborative, ownership-oriented, transparent, partner-first approach.
Nice-to-haves
- Startup experience in a fast-paced, high-growth environment.
- Experience working with international B2B clients.
Compensation and Benefits
- Competitive salary and stock options.
- Health benefits.
- One-time USD $500 new-hire home-office setup benefit.
- USD $150 per month stipend via a Brex Card.
Skills
SaaS, APIs, Fintech, Broker-Dealer Operations, Customer Relationship Management, Customer Retention, Customer Onboarding, Account Expansion, Renewals, QBRs
Similar jobs
Customer Success jobs
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.
Dandy
Remote
Launch Trainer leads virtual and on-site onboarding for dental practices, teaches intraoral scanning and digital workflows, and provides post-launch coaching to drive adoption and successful ordering. The role requires clinical technology training experience, strong facilitation, customer communication, and organization.
Dandy
Remote
Provides expert clinical and technical support for aligner cases, advising doctors, resolving escalations, coordinating with the lab, and improving quality and training. Requires 5+ years in a high-volume dental lab and 3+ years of 3Shape CAD/CAM aligner design experience.
Vanta
Remote
Owns post-sale relationships for mid-market customers, guiding onboarding, compliance adoption, renewals, and expansion. Requires 5+ years of SaaS Customer Success experience, executive relationship skills, strong retention results, and technical fluency.
Prompt Health
Remote
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.