Customer Success Manager

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

📋 Description

• Manage a portfolio of 30–45 accounts within growth-stage B2B SaaS organizations.

• Initiate the onboarding process by sending a welcome email following the contract signature and conduct the kickoff call.

• Analyze the organizational structure and document the objectives of the customer.

• Provide the 90-day learning path within 48 hours, ensuring named individuals are registered for the sessions.

• Introduce and facilitate the integration of relevant stakeholders and users.

• Establish and maintain the relationship map.

• Cultivate and oversee relationships with key positions on every account.

• Ensure proactive and reactive communication throughout the year.

• Request introductions to new contacts and multi-thread relationships across each account.

• Conduct 3–6 meaningful calls per account annually, depending on the lifecycle stage.

• Utilize AI to create and present a Mutual Success Plan, updated approximately every 90 days.

• Send personalized emails within the account portfolio.

• Engage with the economic buyer on every account every 90 days.

• Monitor account risk throughout the year and lead intervention strategies when necessary.

• Develop and present the renewal proposal to decision-makers and ensure the renewal is secured.

• Lead commercial discussions and negotiate pricing.

• Utilize HubSpot, Google Workspace, Sybill, Claude, and Atlas; enhance skills, prompts, and automations.

⛳️ Requirements

• A minimum of 3 years in B2B SaaS customer success, managing renewals for a designated book of accounts.

• Demonstrated experience in engaging revenue leaders (VPs of Sales, CROs, enablement leads) with confidence and informed insights.

• Executive presence with the ability to communicate clearly, directly, and concisely, while building strong rapport.

• Highly organized and system-oriented, capable of managing numerous accounts, a rolling 90-day contact schedule, quarterly plan updates, and a renewal timeline.

• Self-sufficient and comfortable working autonomously.

• Proficiency in AI applications related to prompts, skills, agents, or automations that are widely adopted.

• Native-level proficiency in written and spoken English.

• Availability for a full US business day in the Central Time Zone.

• Experience with HubSpot is essential.

• Familiarity with Sybill, Gong, Chorus, or similar tools is advantageous.

• In-depth technical skills are not a prerequisite.

🏝️ Benefits

• Holidays and paid time off.

• 100% remote work from anywhere in LATAM.