Senior Customer Success Manager – LATAM
Onebeat is looking for a Senior Customer Success Manager to join our growing LATAM team. This is an independent contractor engagement — you will work on an invoicing basis with no employer-employee relationship. We prefer candidates based in Colombia or Mexico, but will consider strong profiles from other countries in the region. You will own a portfolio of retail and supply chain customers across LATAM, driving adoption, satisfaction, and long-term value realization. You'll work closely with our product, engineering, and data teams — and travel to customer sites when needed.
What You Will Do
Customer Portfolio Management
- Own a book of business and drive overall account health, satisfaction, and retention
- Lead regular cadence calls, QBRs, and strategic planning sessions
- Monitor system adoption and usage, identifying risks and growth opportunities proactively
- Retain and grow accounts through structured engagement and measurable value delivery
Onboarding & Delivery
- Lead customer onboarding end-to-end and ensure seamless go-lives
- Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope
- Track milestones, dependencies, and risks with precision
Customer Growth & Expansion
- Identify upsell and expansion opportunities through ongoing engagement
- Partner with Sales and Account teams to support growth initiatives
- Drive measurable customer outcomes and long-term ROI
Cross-Functional Collaboration
- Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions
- Translate customer feedback into actionable insights for internal teams
Reporting & Visibility
- Maintain accurate records in HubSpot; communicate updates via Slack and internal reports
- Provide regular updates to senior leadership on customer health, risks, and key metrics
Requirements
- 2–5 years of experience in Customer Success or Project Management in a SaaS company
- Hands-on experience with retail operations: inventory planning, demand forecasting, replenishment, assortment/merch planning, pricing, or promotions
- Bachelor's degree required; Industrial Engineering preferred
- Spanish — native or mother-tongue level
- English — fluent (written and spoken)
- Strong analytical skills; proficiency in Excel required, SQL a plus
- Excellent communication, relationship management, and organizational skills
- Comfortable managing multiple priorities and working cross-functionally
Nice to Have
- Background in consulting or ERP implementation
- Experience in Retail Fashion or Inventory Management software
- Exposure to Fintech or SaaS environments (relevant if no 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