Company
SaaS
SeniorCustomerOnboarding&SuccessManager(LATAM)
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Onboarding & Success Manager (LATAM). Skills: Customer Onboarding, Customer Success Management, Client Relationship Management. Act as first post-sales point of contact. Develop deep understanding of client objectives”
What You'll Achieve.
Ensure customers realize value quickly; Drive retention; Drive growth; Ensure seamless customer experience; Deliver measurable impact; Minimize disruption
Industry & Context.
Problem-solving; Troubleshooting
What They're Looking For.
Must Have
5+ years of experience in Customer Success or Onboarding, 3+ years of experience working with customers in the US market, 3+ years experience working with a non-LATAM headquartered company, Proven ability to manage a portfolio of accounts, Excellent written and spoken English C1, Ability to manage multiple projects confidently and independently, Confidence in discussing ROI and business impact with customers, Empathy and relationship-building skills, Organisational skills and attention to detail
Nice to Have
Experience in a SaaS environment, Experience with SMB and Mid-market customers, Experience working remotely as one of the first employees, Familiarity with ecommerce platforms, Familiarity with ESPs, Familiarity with basic web technologies
What You'll Do.
Act as first post-sales point of contact
Develop deep understanding of client objectives
Translate client objectives into success plans
Deliver world-class onboarding experiences
Provide setup guidance
Ensure milestone achievement
Manage client implementation
Meet agreed launch dates
Partner with Account Management
Ensure smooth handoffs
Manage portfolio of clients
Ensure clients see measurable impact
Build long-term relationships
Maintain long-term relationships
Deliver best-in-class customer experience
Advise clients on strategy
Advise clients on optimization opportunities
Advise clients on ROI
Proactively identify churn risks
Uncover upsell opportunities
Collaborate with Product
Collaborate with Marketing
Collaborate with Engineering
Bring customer insights into business
Encourage testimonials
Encourage case studies
Encourage event participation
Serve as first point of contact for customer
Troubleshoot and resolve client issues
Write clear and helpful documentation
Enable customer self-serve
Collaborate with Support
Collaborate with Engineering
Resolve bugs and technical issues
How You'll Work.
Team & Collaboration
Partner with Sales; Partner with Account Management; Collaborate with Product; Collaborate with Marketing; Collaborate with Engineering; Collaborate with Support
Communication Scope
Written communication; Spoken communication; Business impact discussion
Process & Methodology
Onboarding project management, Multiple project management
Full Job Description
About our Client: Our client is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Their mission is to help retailers succeed in the age of Amazon by delivering customer experiences where shoppers feel valued, not just another number. Today, they support over 10,000 merchants globally. About the Role We are looking for a Customer Onboarding & Success Manager to be the first members of our LATAM team. This hybrid role combines Onboarding, Customer Success, and Customer Support responsibilities. You will independently manage onboarding projects, ensure customers realize value quickly, and maintain ongoing relationships that drive retention and growth. You’ll also provide light-touch support, troubleshooting, and guidance to ensure a seamless customer experience across the lifecycle. This is a role for someone who thrives on building trust, solving problems, and juggling multiple priorities in a fast-paced SaaS environment. KEY RESPONSIBILITIES ONBOARDING - Act as the first post-sales point of contact for new customers - Develop a deep understanding of client objectives and translate them into success plans - Deliver world-class onboarding experiences through training, setup guidance, and milestone achievement - Ensure clients achieve ROI quickly by managing their implementation and meeting agreed launch dates - Partner with Sales and Account Management to ensure smooth handoffs CUSTOMER SUCCESS - Manage a portfolio of clients, ensuring they continuously see measurable impact from our solution - Build and maintain long-term relationships, delivering a best-in-class customer experience - Run business reviews when required, advising clients on strategy, optimization opportunities, and ROI - Proactively identify churn risks, mitigate them, and uncover upsell opportunities - Collaborate with Product, Marketing, and Engineering to bring customer insights into the business - Drive advocacy by encouraging testimonials, case studi
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