Customer Success Manager (LATAM)

What we’re looking for

Required Skills & Qualifications

• Working knowledge of GoHighLevel or a comparable CRM, with the ability to navigate the platform and understand workflows, automations, custom fields, and integrations. Additional platform knowledge can be developed on the job.
• Customer-facing experience in customer success, onboarding, or technical support for a software product.
• Excellent spoken and written English.
• Confidence leading live calls with US-based customers.
• Strong troubleshooting instincts and a clear, repeatable process for figuring things out when something breaks.
• Ability to teach technical concepts to non-technical customers.
• Ability to create clear documentation, SOPs, and walkthroughs.

Non-Negotiable RequirementsCandidates who miss any of these requirements are not a fit for this role.

• Customer-success mindset with genuine empathy. Patient, courteous, and committed to solving the customer’s problem—not just closing a ticket.
• Proactive ownership. Fix problems before being asked and run the role without hand-holding.
• Working knowledge of GoHighLevel or a comparable CRM, with the ability to learn the platform quickly and troubleshoot common workflows and automations.
• Fast, reliable responsiveness. Same-day response is the minimum standard.
• Strong spoken and written English with confidence leading live calls with US-based customers.
• Comfortable de-escalating frustrated customers and explaining technical concepts clearly to non-technical users.
• Full commitment to the role. Must be available during US Eastern business hours and committed to the position.

Projects

Join a growing SaaS company that helps businesses manage leads, automate outreach and follow-up, and run their operations in one place. With over 440 active users and a small, fast-moving team, this role offers real ownership and direct collaboration with the founder.We’re hiring remote Customer Success Managers based in Latin America (LATAM) who can overlap with US Eastern business hours. We believe exceptional customer success talent exists globally, and we’re looking for someone who thrives in a remote, fast-paced environment.

Responsibilities

Role Responsibilities

Customer Onboarding

• Run welcome calls and structured onboarding/setup calls for new clients.
• Diagnose where each customer is, map their tools and deal flow into the platform, import and map lead lists, build custom fields and pipelines live, and set up phone/call flow.
• Follow up after onboarding (+3 days) and keep customers moving.

Product Demonstrations

• Run live product demos that show the platform’s value and convert interested prospects and trial users.

Customer Success & Churn Prevention

• Monitor client health weekly, flag inactive accounts, and reach out proactively.
• When a customer wants to cancel, call them immediately, offer alternatives, handle billing and account changes, document the outcome, and verify cancellations before treating them as lost.

Technical Support

• Configure and troubleshoot workflows, automations, custom fields, calendars, email/SMS, A2P registration, number porting, and integrations.
• Handle and triage support tickets and escalations.

Documentation

• Log every customer interaction in the CRM.
• Build SOPs and walkthroughs so processes are repeatable as the company scales.

Benefits

We offer a supportive customer success environment where we prioritize structured onboarding, clear goals, and cross-team collaboration. Specific benefits, work schedule details, and compensation will be discussed during the hiring process. If you enjoy building long-term customer relationships, driving adoption, and using data to improve outcomes, we’d like to meet you.

Desirable (nice to have)

• Familiarity with land investing or real estate investing is a strong plus.
• Experience supporting customers who manage lead generation, outreach automation, and operational workflows.
• Experience working in a fast-moving startup or small team environment.