Lead Client Success Manager

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

📋 Description

• Lead a team of 4–5 Customer Success Managers (CSMs) — conducting regular one-on-one meetings, providing coaching, engaging in developmental discussions, and offering daily support to facilitate each individual's growth toward complete independence.

• Take ownership of your team's performance metrics — including client retention, customer satisfaction (CSAT), revenue generation, and the advancement of each CSM.

• Provide regular reports on performance, highlighting successes and identifying areas that require attention before they escalate into issues.

• Maintain a focused personal portfolio — managing a streamlined book of clients to the same high standards you set for your team.

• Serve as the primary escalation point — addressing complex or sensitive client matters within the team before they require additional escalation.

• Onboard and nurture new CSMs — ensuring that new hires receive a warm, structured introduction and a clear pathway to gaining confidence.

• Collaborate with the Director — focusing on capacity, process enhancements, and recognizing patterns within your team.

⛳️ Requirements

• A minimum of four years in client success, account management, or client-facing roles — preferably within a service, professional services, or finance context.

• Proven experience in leading, coaching, or mentoring others — whether through formal management roles or as a strong informal leader ready to transition into management.

• A successful track record of client retention and relationship growth, demonstrating a genuine sense of ownership over retention outcomes.

• Exceptional written communication skills paired with an authentic warmth — ensuring that every interaction makes clients feel valued.

• Proficiency in using a CRM system (HubSpot is our preference) and leveraging data to proactively address client needs.

• Ability to remain calm, organized, and reliable during high-demand seasonal periods.

• Ability to thrive in a remote, distributed environment, effectively collaborating across different time zones and cultures.

• Familiarity with US expatriate or cross-border taxation — or a strong willingness to acquire in-depth knowledge in this area.

• Previous experience in a remote-first, globally distributed company.

• Proficiency in a second language.

🏝️ Benefits

• Fully remote, flexible working conditions — we prioritize outcomes and your well-being, rather than your location or specific working hours.

• A sense of purpose and community — a friendly, values-driven team that takes our work seriously while treating each other with kindness.

• Opportunities for growth — significant investment in your professional development, including access to our internal learning programs.