Type of Employment:
Contractor (Long-term)
Work Modality: 100% Remote
Work Schedule:
Full-time
Time Zone:
Pacific Time (West Coast) – availability until 6:00 PM PT
Location:
LATAM
About Our Client
Our client is a Partner Revenue Growth Platform, built by partnership leaders for partnership leaders.
The platform replaces clunky tools with an intuitive, automated system that helps partner teams enroll, enable, engage, and track revenue at scale.
They are bootstrapped, profitable, and growing 600% year over year.In under 18 months, they've become one of the fastest-growing platforms in the category, consistently winning deals against legacy incumbents.
The team moves fast, builds intentionally, and cares deeply about real outcomes—not vanity metrics.If you want to work on meaningful problems with smart people and help shape a category that's still being defined, you'll feel at home here.
The RoleWe're hiring a Customer Success Manager (CSM) to own and shape the customer experience from onboarding through long-term success.
As the first CSM on the team, you'll play a pivotal role in ensuring customers achieve real outcomes with the platform.
You'll work closely with Product, Engineering, and Leadership, acting as the main point of contact for customers while helping build the foundation of the entire customer-facing function.
What You'll Own
Customer Onboarding
Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation
Conduct product training sessions tailored to each customer's needs
Ensure customers understand and adopt key workflows to maximize value early on
Technical Support & Issue Resolution
Provide hands-on technical support and troubleshooting related to the platform
Act as the escalation point for complex issues, working closely with Engineering and Product
Translate technical challenges into clear, customer-friendly explanations
Relationship Management
Build strong, trusted relationships with key stakeholders at customer organizations
Serve as the primary point of contact for customer questions, concerns, and ongoing needs
Maintain proactive, clear, and timely communication
Customer Success Planning
Develop and execute customer success plans aligned with customer goals and business objectives
Monitor product usage and engagement to identify risks and opportunities
Drive adoption and long-term value realization
Product Advocacy & Feedback
Act as the voice of the customer internally
Share structured feedback with the Product team on feature requests, bugs, and improvements
Keep customers informed about product updates, releases, and best practices
Retention & Growth
Monitor customer health metrics and proactively manage at-risk accounts
Drive renewals and identify upsell and cross-sell opportunities
Partner with leadership to reduce churn and increase lifetime value
Metrics & Reporting
Track and report on key customer success metrics (CSAT, NPS, retention, expansion, CLV)
Continuously improve processes, playbooks, and workflows based on data and feedback
Requirements
Experience
5+ years of experience in Customer Success within a B2B SaaS environment
Skills
Exceptional command of English (written and spoken); able to communicate complex ideas clearly and confidently
Strong technical aptitude with the ability to understand and explain complex systems
Experience using CRM and Customer Success tools (e.g. HubSpot, Salesforce, or similar)
Excellent communication, relationship-building, and stakeholder management skills
Strong problem-solving and critical-thinking abilities
Knowledge
Solid understanding of SaaS business models
Experience onboarding, training, and supporting B2B customers
Familiarity with PRM platforms or partnership-driven products is a strong plus
Attributes
Highly organized and customer-centric
Self-motivated and comfortable working independently in a fast-paced startup environment
Adaptable, proactive, and able to manage multiple priorities
"Jack or Jill of all trades" mindset—comfortable wearing multiple hats and building from zero
If this sounds like a fit, we'd love to hear from you. Apply now
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