- Salary
- $2k – $3k
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Experience
- 1+ years
- 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 independent contracting opportunity.
Job Title: Remote Customer Success Manager (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,800 – $2,500 USD/month
Schedule: Monday – Friday, 8:00 AM – 5:00 PM US Central Time / CT
Job Overview
Our Client is an innovative B2B software enterprise dedicated to providing exceptional digital solutions that streamline workflows and drive measurable business impact. Operating on a customer-centric foundation, they prioritize long-term user retention, value realization, and collaborative innovation. Powered by a high-performance culture, they rely on data-driven customer success professionals who take true ownership of account health and turn platform adoption into revenue expansion.
The Role
Key Responsibilities
Account Onboarding & Relationship Management
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Leads customer onboarding workflows, ensuring 100% completion of milestone configurations within 30 days of client sign-off.
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Builds and maintains deep relationships across key account stakeholders, maintaining a minimum portfolio Customer Satisfaction Score (CSAT) of 90%.
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Develops customized success plans aligned with client business goals, driving execution to ensure 80% of accounts hit key milestones within 90 days.
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Serves as the primary advocate for clients, partnering with support teams to resolve escalated cases in under 48 hours.
Product Adoption, Enablement & Advocacy
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Conducts continuous platform training and feature enablement sessions to ensure at least 90% of customers actively adopt core platform tools and 75% log in weekly.
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Proactively encourages satisfied users to submit online reviews, securing at least 3 customer reviews per month on platforms like G2 or Google My Business.
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Collaborates with clients to identify success stories, drafting 1 detailed customer case study per month to fuel internal marketing collateral.
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Collects, synthesizes, and delivers actionable product feedback and usability insights to internal product teams to influence development roadmaps.
Retention, Expansion & Revenue Growth
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Identifies account growth triggers and upselling opportunities, driving a monthly Net Revenue Retention (NRR) of 9.2% or higher.
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Monitors account health analytics and usage data proactively to maintain a monthly customer retention rate of 99.6% or higher and keep monthly churn below 0.42%.
Qualifications, Skills, and Key Competencies
Required Qualifications
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SaaS Experience: 1+ years of experience in Customer Success, Account Management, Sales, or Client Services specifically within a B2B SaaS environment.
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Technical Aptitude: Ability to learn software platforms quickly, understand technical workflows under the hood, and translate complex features into clear user benefits.
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Data-Driven & Metrics-Focused: Proven track record tracking account KPIs, managing CRM pipelines, and using usage analytics to drive strategic outcomes.
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Proactive Communication & Ownership: Outstanding verbal and written English skills paired with a self-starter mindset that takes ownership of client outcomes without supervision.
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Project & Time Management: Ability to manage multiple accounts, cross-functional stakeholder priorities, and strict timeline commitments simultaneously.
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Remote Infrastructure: Dedicated home office, computer, webcam, headset, and reliable high-speed internet.
Preferred Qualifications
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Prior experience in a high-growth SaaS platform or tech startup environment.
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Hands-on experience with CRMs (Salesforce, HubSpot) and Customer Success platforms (Gainsight, ChurnZero, or similar tools).
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Familiarity with formal Customer Success Methodologies (e.g., account scoring, health checks, QBRs).
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Competitive Compensation: Baseline monthly salary of $1,800 – $2,500 USD based on qualifications.
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Metric-Driven Clarity: Clear scorecards, defined KPI benchmarks, and transparent success metrics that recognize high performance.
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Cross-Functional Scope: Direct collaboration with Product, Marketing, Sales, and Leadership teams to influence company growth.
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100% Remote Infrastructure: Predictable full-time hours (M–F, 8:00 AM – 5:00 PM CT) executed remotely alongside a high-performing US SaaS firm.
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.
Each application includes knockout questions designed to verify the 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.
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.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
