Senior Customer Success Manager

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

📋 Description

• Manage the LATAM portfolio and serve as the trusted advisor for each account, addressing daily inquiries as well as fostering executive relationships.

• Prepare and facilitate renewal negotiations, identify upsell and cross-sell opportunities, and collaborate with Account Executives to finalize deals.

• Lead onboarding and new initiatives by assessing client needs, initiating feasibility requests with Operations, and overseeing implementations until go-live in partnership with the Engagement Manager.

• Ensure data integrity by reviewing catalogs, matching, and data feeds before they are delivered to clients, and promptly escalate any issues to Support and Operations.

• Conduct regular business reviews (QBRs) that highlight the value and ROI of Wiser's tools.

• Monitor account health and usage, proactively identify at-risk accounts, and facilitate escalations to resolve issues.

• Maintain accurate records in Salesforce, including opportunities, renewal stages, health scores, and account notes.

• Relay LATAM client and market insights to Product, Operations, and Marketing teams.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or consulting within a B2B SaaS or data environment, specifically with large or strategic accounts.

• Demonstrated success in renewals, retention, and upselling, with accountability for revenue targets.

• Proficient in both Spanish and English, with strong verbal and written communication skills.

• Residing in Mexico, with legal authorization to work there.

• Comfortable working with data: capable of interpreting datasets, identifying discrepancies, and transforming numbers into a compelling business narrative.

• Strong client-facing skills: adept at leading executive meetings, negotiations, and escalations.

• Self-sufficient and organized, able to collaborate with a manager across different time zones.

• Familiarity with a CRM system, preferably Salesforce.

• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work environment and schedule.

• Health and wellness benefits.

• Engaging company culture with team-building activities.