Senior Customer Success Manager – LATAM

Onebeat is looking for a Senior Customer Success Manager to join our growing LATAM team. This is an independent contractor engagement — you will work on an invoicing basis with no employer-employee relationship. We prefer candidates based in Colombia or Mexico, but will consider strong profiles from other countries in the region. You will own a portfolio of retail and supply chain customers across LATAM, driving adoption, satisfaction, and long-term value realization. You'll work closely with our product, engineering, and data teams — and travel to customer sites when needed.

What You Will Do

Customer Portfolio Management

•     Own a book of business and drive overall account health, satisfaction, and retention

•     Lead regular cadence calls, QBRs, and strategic planning sessions

•     Monitor system adoption and usage, identifying risks and growth opportunities proactively

•     Retain and grow accounts through structured engagement and measurable value delivery

Onboarding & Delivery

•     Lead customer onboarding end-to-end and ensure seamless go-lives

•     Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope

•     Track milestones, dependencies, and risks with precision

Customer Growth & Expansion

•     Identify upsell and expansion opportunities through ongoing engagement

•     Partner with Sales and Account teams to support growth initiatives

•     Drive measurable customer outcomes and long-term ROI

Cross-Functional Collaboration

•     Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions

•     Translate customer feedback into actionable insights for internal teams

Reporting & Visibility

•     Maintain accurate records in HubSpot; communicate updates via Slack and internal reports

•     Provide regular updates to senior leadership on customer health, risks, and key metrics

Requirements

•     2–5 years of experience in Customer Success or Project Management in a SaaS company

•     Hands-on experience with retail operations: inventory planning, demand forecasting, replenishment, assortment/merch planning, pricing, or promotions

•     Bachelor's degree required; Industrial Engineering preferred

•     Spanish — native or mother-tongue level

•     English — fluent (written and spoken)

•     Strong analytical skills; proficiency in Excel required, SQL a plus

•     Excellent communication, relationship management, and organizational skills

•     Comfortable managing multiple priorities and working cross-functionally

Nice to Have

•     Background in consulting or ERP implementation

•     Experience in Retail Fashion or Inventory Management software

•     Exposure to Fintech or SaaS environments (relevant if no retail background)

Engagement Terms

Contract type: Independent contractor (freelance / invoicing basis)

Location: Remote, based in Colombia or Mexico (other LATAM countries considered)

 Travel: Occasional travel to customer sites required