Senior Customer Success Manager

A fast-growing SaaS company is hiring a Senior Customer Success Manager to join its LATAM team. This is an independent contractor engagement: you'll work on an invoicing basis, with no employer-employee relationship, and handle your own taxes and filings. Candidates based in Colombia or Mexico are preferred, but strong profiles from other countries in the region will be considered.

You'll own a portfolio of retail and supply chain customers across LATAM, driving adoption, satisfaction, and real long-term value. You'll work closely with the product, engineering, and data teams, and travel to customer sites when it makes sense.

What you'll do

Customer portfolio management

• Own a book of business and keep accounts healthy, satisfied, and renewing
• Run regular check-ins, QBRs, and strategic planning sessions
• Watch how customers are using the product and spot risks and growth opportunities early
• Retain and grow accounts through structured engagement and measurable value delivery

Onboarding and delivery

• Lead customer onboarding from start to finish and make sure go-lives go smoothly
• Work with cross-functional teams (TAMs, engineers) to deliver on time and on scope
• Track milestones, dependencies, and risks closely

Customer growth and expansion

• Find upsell and expansion opportunities through your ongoing relationships
• Partner with Sales and Account teams to support growth
• Focus on measurable outcomes and long-term ROI

Cross-functional collaboration

• Work with Product, Engineering, Support, and Data to solve problems and put solutions in place
• Turn customer feedback into useful input for internal teams

Reporting and visibility

• Keep records clean in HubSpot and share updates over Slack and internal reports
• Give leadership a clear picture of customer health, risks, and key metrics

What you'll need

• 2-5 years in Customer Success or Project Management at a SaaS company
• Hands-on retail operations experience: inventory planning, demand forecasting, replenishment, assortment or merchandise planning, pricing, or promotions
• Bachelor's degree required (Industrial Engineering preferred)
• Spanish at native level
• Fluent English, written and spoken
• Strong analytical skills and solid Excel (SQL a plus)
• Great communication, relationship management, and organizational skills
• Comfortable juggling priorities and working across teams

Nice to have

• Consulting or ERP implementation background
• Experience with retail fashion or inventory management software
• Fintech or SaaS experience (helpful if you don't have a 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

If you like owning real customer relationships, building structure where there isn't any yet, and seeing your work translate into measurable results, this is the kind of role where that shows up quickly.