LATAM Customer Success

Job description

Our ideal candidate has: Demonstrated ability to build trusted customer relationships, understand business goals, and translate them into clear success plans and actions. A data-driven, operationally disciplined mindset capable of interpreting dashboards, tracking KPIs, and driving consistent execution. Strong communication and cross-functional collaboration skills, with the ability to engage operational and executive customer stakeholders and partner effectively with Sales, Enablement, and Support. Strong organization and prioritization skills, with the ability to manage multiple accounts, deadlines, risks, documentation, follow-up, and playbook execution in a fast-paced environment. Customer-first orientation, with a commitment to retention, value delivery, and creating a predictable, high-quality customer experience. Fluency in both written and spoken Spanish is a must. Nice to Haves: 2–4 years of Customer Success or Account Management experience. Experience in SaaS, IoT, logistics, or supply chain environments. Experience managing the customer lifecycle from onboarding and trials through adoption, QBRs, success planning, and renewals. Experience identifying workflow improvements or using automation to manage accounts efficiently. Strength in running forecasting, churn reviews, and health-check cadences. What you’ll be doing: Follow standardized playbooks for onboarding, trials, adoption, and renewals across assigned accounts. Lead regular customer check-ins, account reviews, and QBRs to monitor progress, drive adoption, align on priorities, and agree on next steps. Manage a portfolio of SMB and Mid-Market accounts, maintaining accurate documentation and success plans aligned to each customer’s goals, use cases, and measurable outcomes. Manage structured, timely trials with clear success criteria, milestone tracking, and documented outcomes. Use dashboards, health signals, order activity, and product usage to identify onboarding, adoption, and churn risks; engage customers proactively and coordinate timely intervention or escalation so they reach value quickly. Own the renewal and forecasting process for assigned SMB/MM accounts, including timely customer communication, annual volume discussions, and partnership with Sales on upsell or expansion opportunities. Serve as the primary post-sale point of contact, coordinating customer needs, issues, and escalations with Support, Product, Operations, and other internal teams to ensure clear ownership and follow-through. Maintain current product and process knowledge and use available training and customer-facing resources to support customers effectively. Capture customer feedback and communicate trends, risks, and opportunities to the appropriate internal teams. Meet or exceed defined goals for retention, product adoption, customer engagement, renewal forecasting, and customer satisfaction. Need to know info: This is an individual-contributor role with no direct people-management responsibilities and a portfolio of approximately 50–60 accounts. May require occasional after-hours customer communication depending on account time zones or urgent renewal timelines. This role partners closely with Sales, which may require tight coordination during quarter-end cycles. Occasional travel may be required for team meetings, customer visits, or cross-functional sessions. What does Tive offer? A chance to join what may very well turn out to be the most important company in your career. The autonomy and resources to build what you know how to build. Work with a committed global team that have each others back. Office-based or hybrid options. Your choice. Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth. We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees. At Tive , we imagine a fully-transparent world in which everything and everyone is connected. We innovate beyond what the world thought possible—so what people hold near and dear arrives on time and in full. We believe (and live!) four core values: Transparency First: We make everything visible so that everyone can operate better Always strive to make things simpler We are One Team, we have each other's backs Relentless iteration to optimize and improve Whether shipped by road, rail, ocean, or air, Tive reduces shipment delays, minimizes rejected loads, and decreases theft, damage, and spoilage. Our customers count on Tive to ensure that their shipments are delivered on time and in full—because every shipment matters. As a Customer Success Manager at Tive you will be responsible for managing a portfolio of SMB and Mid-Market customers throughout the post-sale lifecycle, driving adoption, delivering measurable value, supporting retention, and coordinating renewals.