Customer Success Manager – LATAM

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

📋 Description

• Act as the main contact for production support, onboarding, and activations for API and dashboard clients.

• Manage the client onboarding process from the initial kickoff and technical integration to compliance review and first live transactions.

• Diagnose integration and payment issues, determine root causes, and collaborate with Engineering and Product teams to prevent future occurrences.

• Work in partnership with Engineering, Product, Compliance, Operations, and Sales to ensure an exceptional customer experience.

• Engage with existing clients to discover opportunities for adding value, increasing usage, and driving revenue growth.

• Leverage CRM, contact center software, and marketing tools to enhance client management and communication.

• Substitute repetitive tasks with automations, playbooks, and comprehensive documentation.

• Monitor client health and usage trends, providing product feedback to influence the roadmap.

⛳️ Requirements

• 1 to 3 years of experience managing fintech or API clients in customer success, implementation, or technical account management roles.

• Demonstrated success in converting customer satisfaction into revenue outcomes, including expansion, retention, or increased transaction volume.

• Possess an ownership mindset and the ability to drive initiatives from concept to execution.

• Sound judgment regarding escalation and a readiness to act when necessary.

• Comfortable with technical concepts, including reading API documentation, understanding webhooks, and utilizing tools like Postman to replicate issues.

• Excellent and confident communication skills with both technical and business stakeholders.

• Practical experience with CRM and support tools such as HubSpot, Pylon, or comparable platforms.

• Knowledge of cross-border payments, stablecoins, or KYB/KYC processes.

• Professional proficiency in Spanish or Portuguese.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to contribute to the establishment and growth of the Customer Success function.

• Responsibility over your work with a significant impact across the company.

• Chance to automate systems and enhance processes.

• Ability to shape Conduit's product roadmap.

• Collaborate with a global fintech infrastructure team supported by Dragonfly, Circle, and Coinbase.