Job Details

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 job opportunity.

Job Title: Remote Customer Success Manager (100% Work From Home)

Location: Remote from Latin America

PositionType: Full-time

Salary: $2,500 - 3,000 USD/month depending on experience paid via direct deposit (bank transfer)

Schedule: Monday - Friday, 9:00 AM - 6:00 PM Eastern Time (1-hour lunch break)

Our Client:

Our client operates an AI-powered SaaS platform that helps PR professionals, founders, and agencies secure podcast guest appearances at scale. The platform automates podcast discovery, contact sourcing, pitch writing, and outreach-allowing teams to drive consistent media results without increasing headcount.
They are growing quickly and building a Customer Success function that is commercially driven, performance-oriented, and deeply focused on measurable customer ROI.

Job Overview:

We're looking for a sales-focused Customer Success Manager whose primary KPI is Net Revenue Retention (NRR).

This is not a support-only CSM role.

You will own renewals and expansion for your book of business-driving adoption, preventing churn, and converting satisfied customers into higher-value customers through upsells, cross-sells, plan upgrades, and annual conversions.

You'll operate a structured post-sale commercial motion that includes:

• Onboarding designed to drive fast ROI
• Proactive account management
• Renewal forecasting
• Expansion strategy
• Revenue growth within existing accounts

Responsibilities

Revenue Ownership (Primary KPI: NRR)

• Own Net Revenue Retention (NRR) through renewals and expansion
• Manage renewal timelines and proactively prevent churn
• Identify, pitch, and close expansion opportunities (upgrades, add-ons, higher tiers, annual conversions)
• Forecast renewals and expansion accurately within CRM
• Multi-thread stakeholders to strengthen account retention

Onboarding & Activation

• Run structured 30-45 minute 1:1 onboarding calls via video
• Drive customers to "first ROI" quickly
• Support account configuration, campaign strategy, workflows, and stakeholder onboarding
• Identify expansion paths early during onboarding

Proactive Account Management

• Conduct outcome-driven check-ins and QBRs focused on ROI and next steps
• Track health signals, document risks and opportunities
• Share actionable product feedback to improve retention and expansion
• Create documentation and short Loom-style videos to reduce support volume and improve activation

Support & Customer Experience

• Manage live chat and email support to unblock customers quickly
• Escalate technical or product issues appropriately
• Maintain clean CRM hygiene (notes, follow-ups, pipeline stages, renewal tracking)

Qualifications, Skills, and Key Competencies

• 3+ years in Customer Success or Account Management at a B2B SaaS company
• Proven experience owning renewals and expansion (quota or revenue targets preferred)
• Demonstrated track record of improving Net Revenue Retention (NRR)
• Strong commercial instincts - able to uncover needs, handle objections, and confidently ask for upgrades
• Excellent written and verbal communication skills
• Comfortable running video calls, screen sharing, and live troubleshooting
• Hands-on experience with HubSpot (CRM hygiene, pipeline management, follow-ups)
• Experience with Zapier
• Highly organized and responsive in a remote environment
• Strong follow-through and ability to close loops

Bonus: Familiarity with Slack, Notion, Stripe, Intercom, HelpScout, or other async support tools

Sample Daily Flow

• 9:00-9:30 AM - Review renewal pipeline, expansion opportunities, health risks, support queue
• 9:30-1:30 PM - Onboarding calls (3-4 sessions) + identify early expansion paths
• 1:30-2:30 PM - QBRs and renewal conversations focused on ROI and upgrades
• 2:30-3:00 PM - Follow-ups, CRM updates, proposals, next-step scheduling
• 3:00-4:30 PM - Expansion calls and proactive churn-prevention outreach
• 4:30-5:00 PM - Support coverage, documentation, and internal insight sharing

Why Join

• Startup ownership: Build and refine the expansion + renewal motion
• Fully remote with a fast-moving, high-performance team
• Clear growth path into leadership or sales
• PTO and sick days

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
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.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify 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.

Apply Wisely
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.

Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!