Account Manager – LATAM

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Engage with our self-service customer base in LATAM to uncover challenges, document workflows, and determine reasons for customer retention or attrition.

• Collaborate with Sales Ops and the Head of Department to pinpoint 'at-risk' behaviors (such as declines in seat utilization) and test proactive outreach scripts.

• Create one regional video highlight or webinar each month that showcases recent feature releases and monitor adoption indicators.

• For each self-service cancellation in your region, conduct a 'churn autopsy' to identify the underlying cause (product gap, pricing, competition) and provide insights back to Sales Ops.

• Stabilize a portfolio of high-potential legacy accounts that currently do not have a dedicated point of contact.

• Identify and pursue expansion opportunities (additional seats, higher tiers) within assigned key accounts.

• Conduct monthly check-ins to ensure customers are realizing ROI from new feature updates.

• Work alongside Sales Ops and the Head of Department to enhance CRM workflows and improve data accuracy.

• Act as a bridge between customers and our Product/Support teams by translating regional challenges into actionable insights.

• Every 4 weeks, suggest a new initiative (such as a regional referral program or a new onboarding sequence) to the Head of Department.

• Execute at least one 'Engagement Experiment' each month, defining a hypothesis, establishing clear success criteria, and documenting outcomes.

⛳️ Requirements

• A minimum of 3 years in B2B SaaS Account Management, Customer Success, or a similar customer-facing role.

• Demonstrated success in actively managing and expanding a portfolio of 50–100 accounts.

• A history of identifying and resolving broken processes proactively.

• In-depth understanding of the business culture and communication subtleties within LATAM.

• Exceptional communication skills in both English and Spanish.

• Professional working proficiency in Portuguese is a valuable asset!

• Strategic communicator—capable of translating complex product features into clear, value-driven education for customers.

• Comfortable navigating ambiguity; thrives in 'Day 0' environments without a predefined playbook.

• Data-driven—able to analyze customer behavior, recognize patterns, and use insights to inform decisions.

• Collaborative—works closely with Sales Ops, Support, and Product teams to ensure a seamless customer experience.

• Able to work within regional coverage hours.

🏝️ Benefits

• Competitive compensation package

• Flexible working environment and hours that promote sustainable performance