Customer Success Manager

This is a remote position.

Onboard

• Send a welcome email after signature, then run the kickoff call
  
• Map the org and document the customer’s real goals
  
• Send the 90-day learning path within 48 hours, with named people registered for sessions
  
• Introduce and ramp up all relevant stakeholders and users
  

Build and hold the relationship map

• Build and manage relationships with the key roles on every account
  
• Keep proactive and reactive communication going year-round
  
• Ask for introductions to new contacts and multi-thread every account, one of the highest-leverage parts of the role
  

Engage all year

• Hold 3–6 substantive calls per account per year, depending on lifecycle stage
  
• Build (using AI) and present a Mutual Success Plan, refreshed about every 90 days
  
• Send dozens of one-to-one emails per week across your book
  
• Connect with the economic buyer on every account every 90 days
  

Renew

• Monitor account risk year-round and lead intervention plays when needed
  
• Build and present the renewal case to decision makers and secure the renewal
  
• Lead commercial conversations and price negotiations
  

Requirements

• 3+ years in B2B SaaS customer success, owning renewals for a named book of accounts
  
• Experience engaging revenue leaders (VPs of Sales, CROs, enablement leads) with confidence and well-informed opinions
  
• Executive presence: clear, direct and concise communication, with strong rapport-building skills
  
• Highly organized and system-driven, able to manage dozens of accounts, a rolling 90-day contact cadence, quarterly plan refreshes and a renewal calendar
  
• Self-sufficient and comfortable working independently
  
• AI fluency in the building sense, such as prompts, skills, agents or automations that others have adopted
  
• Native-level written and spoken English
  
• Availability for a full US business day on Central Time
  

Tools You’ll Use

• HubSpot as the system of record (experience required)
  
• Google Workspace
  
• Sybill for call recording and conversation intelligence (experience with Gong, Chorus or similar is a plus)
  
• Claude, with a ready-made library of skills for account research, success plans, business reviews, session follow-ups and renewal prep
  
• Atlas, an internal AI customer-success intelligence system that pulls together CRM, product usage, CSAT, call and public data on your accounts (training provided)
  
• You’ll also build your own skills, prompts and automations. Deep technical skills aren’t required.
  

Benefits

• Salary: $3000-$3500/Monthly
• 100% Remote anywhere in LATAM 
  
• Holidays & PTO