Senior Customer Onboarding & Success Manager (LATAM)
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AI Summary
Manage the end-to-end customer journey from initial onboarding and implementation to long-term success and support. Drive client ROI, manage account portfolios to prevent churn, and resolve technical queries via chat and email.
LoyaltyLion helps Shopify brands drive profitable growth by turning loyalty into a differentiated customer experience - not just another discount. With 12+ years of loyalty innovation and 10,000+ brands, we help Shopify stores move beyond generic loyalty programs to create unique experiences that drive repeat purchases, influence customer behavior, and increase profitability. We're expanding our team in LATAM and looking for a senior hire in a hybrid role spanning Onboarding, Customer Success, and Customer Support.
Onboarding
Onboarding
- Be the first post-sales point of contact for new customers, setting the tone from the start
- Translate client goals into clear success plans and manage implementation end-to-end
- Deliver world-class onboarding through training, setup guidance, and milestone tracking
- Drive clients to ROI quickly, hitting agreed launch dates and proving early value
- Partner with Sales and Account Management for seamless handoffs
- Manage a portfolio of accounts, ensuring clients continuously see measurable impact
- Build long-term relationships and run business reviews to advise on strategy, optimization, and ROI
- Proactively spot churn risks and uncover upsell opportunities before they become issues
- Bring customer insights back to Product, Marketing, and Engineering
- Drive advocacy through case studies, testimonials, and event participation
- Serve as first point of contact for queries via chat, email, and occasional calls
- Troubleshoot and resolve issues quickly to minimize disruption
- Write clear documentation so customers can self-serve where possible
- Work with Support and Engineering to resolve bugs and technical issues efficiently
- Based in a LATAM country (GMT-6 or GMT-5)
- 5+ years in Customer Success or Onboarding, ideally in a SaaS environment
- 3+ years working with US market customers, particularly SMB and mid-market
- 3+ years with a non-LATAM headquartered company, ideally as an early regional hire
- Track record of managing a portfolio and delivering measurable results — retention, expansion, onboarding success
- C1 English proficiency — written and spoken
- Confident discussing ROI and business impact
- Strong relationship-builder with genuine empathy for customers
- Highly organized, detail-oriented, and comfortable managing multiple projects independently
- Technical curiosity — familiarity with Shopify, Klaviyo, or basic web technologies (HTML, CSS, APIs) is a plus; willingness to learn is essential
- Analytical mindset and a natural problem-solver
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