Enterprise Customer Success Manager (Remote LATAM)

About the role

As an Enterprise Customer Success Manager you will act as the strategic partner and trusted advisor for our largest LATAM customers. Working remotely, you will ensure customers extract maximum value from our solutions, driving adoption, retention and advocacy while collaborating with Sales, Account Management, Support and Product teams.

Key responsibilities

• Build and maintain long‑term relationships with enterprise customers, serving as the primary post‑sale contact.
• Lead onboarding, implementation timelines, training and adoption strategies to guarantee successful product rollout.
• Drive product usage by aligning capabilities with customer goals, sharing best practices and delivering strategic reviews.
• Act as customer advocate internally, influencing product roadmaps and resolving issues with Product, Support and Sales.
• Own renewal cycles, identify risks early, manage renewal conversations and ensure high satisfaction and retention.
• Identify upsell and cross‑sell opportunities and collaborate with Account Managers to close deals.
• Monitor key health metrics (usage, NPS, CSAT) and take proactive actions to improve customer outcomes.
• Deliver training sessions and enablement resources to sustain ongoing product success.

Required profile

• 5+ years in a B2B customer‑facing role, preferably Customer Success or Account Management.
• Proven track record of driving adoption, retention and expansion in enterprise environments.
• Strong understanding of Customer Success frameworks and lifecycle management.
• Excellent communication and ability to hold high‑stakes conversations with diverse stakeholders.
• Detail‑oriented, organized and comfortable with technical aspects of the product.

Required skills

• HubSpot
• ChurnZero or similar Customer Success platform