- Salary
- $3k – $4k
- Workplace
- Remote
- Type
- Full-time
- Department
- Sales
- Source
- RecruiterFlow
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.
Location: Remote from Latin America
Position Type: Full-time
Salary: $3,000 – $3,500 USD/month base salary + $1,000 USD/month performance bonus (OTE: $4,000 – $4,500 USD/month)
Schedule: 40 hours per week (Monday – Friday, 9:00 AM – 6:00 PM US Eastern Time / ET)
Our Client is a fast-growing B2B SaaS company backed by an established startup studio, providing a modern onboarding, training, and documentation platform designed to help business owners and senior leaders streamline operations. Focused on supporting over 100,000 growing teams, our client centralizes organizational processes and knowledge into an intuitive, high-adoption tool. Operating with an agile, high-trust, and growth-oriented culture, our client provides an environment where customer success, product adoption, and proactive account management directly drive monthly recurring revenue (MRR) expansion and long-term customer retention.
Our Client is seeking a strategic, execution-oriented Account Manager to join the Customer Success team and take complete ownership of a post-trial customer portfolio. Reporting to the Head of Customer Success and collaborating across sales, support, and product teams, this professional will guide customers from trial graduation through activation, feature adoption, and expansion. By monitoring account health scores, conducting training calls, managing executive relationships, and executing proactive outreach, the Account Manager will minimize churn and drive net MRR growth.
Account Management, Activation & Relationship Building
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Assumes portfolio ownership immediately following account graduation from Account Executives, tailoring onboarding strategies to move teams from "Activating" to fully "Activated" status.
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Conducts high-value customer training sessions, product demonstration calls, and strategic account check-ins with executive stakeholders and team leads.
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Executes multi-channel outreach via email, phone, and messaging platforms to increase daily user engagement, document completion, publishing, and team member invitations.
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Collaborates with sales and marketing teams to convert highly engaged accounts into brand advocates, case studies, and customer referrals.
Account Health Monitoring & Retention Management
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Tracks user seat utilization, feature adoption rates, and health scores inside HubSpot CRM and internal customer analytics tools.
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Proactively identifies and intervenes with at-risk accounts showing reduced platform activity, implementing targeted retention strategies to maintain net portfolio retention.
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Serves as the primary internal advocate for customer needs, sharing structured product feedback and feature requests with product and engineering teams.
MRR Expansion & Financial Performance
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Drives portfolio expansion revenue to hit a monthly Net MRR growth target of 5% through seat expansion, plan upgrades (Core to Pro), and value-added onboarding services.
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Analyzes usage trends to identify upsell opportunities when customer teams outgrow their current plan tiers or require additional seat allocations.
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Reviews account health indicators systematically to maintain a portfolio retention rate of 95%+ across all managed accounts.
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B2B SaaS Experience: 3+ years of hands-on experience in Customer Success, Account Management, or Client Relationship Management within B2B SaaS software environments.
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Customer Success Expertise: Deep understanding of software adoption cycles, activation frameworks, product-led growth (PLG) mechanics, and retention best practices.
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CRM & Analytics Proficiency: Hands-on experience using CRM platforms (HubSpot preferred), customer analytics dashboards, and user engagement tracking tools.
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Data-Driven Analysis: Proven capability to interpret usage metrics, evaluate account health scores, and turn behavioral data into proactive account action plans.
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Fluent English Communication: C1+ level written and spoken English fluency to conduct executive presentation calls and articulate complex technical solutions clearly.
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Schedule Alignment: Full availability to work standard US Eastern Time business hours (Monday – Friday, 9:00 AM – 6:00 PM ET).
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Remote Infrastructure: Dedicated home office workspace, updated laptop/computer, noise-canceling headset, and high-speed primary internet connection.
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Located in Colombia or available to work during primary Latin American/US Eastern business hours.
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Experience navigating fast-paced startup environments and participating in early-stage Customer Success process optimization.
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Background in selling or positioning supplementary onboarding services and SaaS seat upgrades.
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Competitive Compensation: Base salary of $3,000 – $3,500 USD/month with an achievable $1,000 USD/month performance bonus tied to retention and expansion targets.
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High-Impact Autonomy: Direct portfolio ownership with direct influence over company expansion metrics, retention rates, and product feedback loops.
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Direct Executive Collaboration: Work closely with the Head of Customer Success, CEO, and startup studio leadership in a collaborative, remote-first setting.
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Career Advancement: Opportunities to shape internal Customer Success playbooks and grow alongside a scaling international SaaS platform.
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100% Remote Infrastructure: Execute global B2B SaaS customer success operations remotely from anywhere in Latin America.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!