Customer Success Manager – Enterprise

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

📋 Description

• Take charge of the complete customer journey, from onboarding and technical adoption to renewals and growth.

• Enhance Net Dollar Retention across the customer portfolio by spotting usage growth opportunities and spearheading expansion initiatives.

• Serve as the internal advocate for customers, collaborating with Product and Engineering teams to prioritize solutions addressing lending challenges.

• Leverage data and analytical thinking to foresee risks, recognize patterns in customer behavior, and steer long-term strategies.

• Collaborate with Sales to resolve complex deals and with Delivery to ensure the seamless integration of the Rails of Lending platform.

• Develop high-trust relationships with C-level executives through personalized engagement and in-person visits to key partners throughout Latin America.

• Contribute to the Customer Success playbook, enhancing standards and processes as the organization scales.

• Work closely with the CEO, Product, Engineering, Delivery, Sales, and Finance teams.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or Consulting.

• Preferably experience in Enterprise SaaS or Fintech sectors.

• Proficient understanding of API-based products and lending infrastructure.

• Familiarity with HubSpot is a significant advantage.

• Bilingual in Spanish and English.

• Proficiency in Portuguese is a plus.

• Accountability for metrics and results, including Churn, NDR, and Adoption rates.

• Capacity to transform customer signals into actionable insights in high-pressure, fast-paced settings.

• Willingness to travel occasionally across Latin America to meet important clients in person.

🏝️ Benefits

• Competitive salary in USD, positioned at the top of the market.

• Performance-based bonus contingent on achieving set KPIs.

• Remote-first work environment to maximize productivity.

• Unlimited Paid Time Off (PTO), with encouragement to take at least 3-4 weeks off annually.

• Private health insurance beginning in the third month of employment.

• Employee Stock Ownership Plan (ESOP) stock options available from day one, featuring a standard 4-year vesting schedule and a 1-year cliff.

• A dedicated budget for professional growth, including courses, conferences, books, or other development opportunities.

• A referral bonus of USD 150 for every individual referred who joins and completes 3 months of employment.