Customer Success Manager, LATAM

Responsibilities

• Own the full customer lifecycle for a portfolio of LATAM enterprise accounts, from onboarding through renewal and expansion.
• Build and maintain relationships with customer stakeholders and executive sponsors as a strategic advisor.
• Define and track success metrics, health scores, adoption milestones, and business outcomes.
• Design and execute activation strategies, including champion programs, office hours, usage reviews, and customized workshops.
• Lead QBRs with customer leadership to demonstrate value and align on next steps.
• Identify expansion opportunities and partner with sales on upsell and cross-sell initiatives.
• Orchestrate Product, Engineering, and Solutions teams to resolve escalations and remove blockers.
• Represent LATAM customer feedback, regional nuance, and product gaps internally.
• Develop enablement resources such as playbooks, onboarding guides, and training materials tailored to LATAM markets.
• Build champion communities and power-user networks within customer organizations.

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 strongly preferred.
• Track record of owning customer outcomes across activation, adoption, retention, and expansion.
• Experience managing enterprise account portfolios and navigating complex, multi-stakeholder environments.
• Ability to connect platform usage to business outcomes and articulate ROI to business and executive audiences.
• Strong facilitation skills for workshops, training sessions, and business reviews.
• Exceptional communication and executive presence, including confident C-suite presentation skills.
• Technical fluency sufficient to collaborate credibly with engineering stakeholders.

Preferred Qualifications

• Experience with AI, machine learning, or automation platforms in a customer-facing role.
• Familiarity with agentic AI, large language models (LLMs), or multi-agent frameworks.
• Experience building champion networks, power-user communities, or internal advocacy programs.
• Knowledge of LATAM enterprise buying culture, regional regulatory environments, and market nuance.
• Background in a high-growth startup or early-stage product company.
• Experience working cross-functionally with Product and Engineering to close customer feedback loops.
• Proficiency with CRM and customer-success tooling.

Benefits

• Competitive salary and equity.
• Opportunity to work with agentic AI and enterprise teams.
• Remote-friendly culture with flexible working arrangements.
• Budget for learning, conferences, and professional development.
• Access to LLM credits, tooling, and infrastructure.
• Collaborative, low-ego team culture.