Senior Customer Onboarding & Success Manager (LATAM)

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 studies, and event participation CUSTOMER SUPPORT - Serve as the first point of contact for customer queries via chat, email, and occasional calls - Troubleshoot and resolve client issues quickly to minimize disruption - Write clear and helpful documentation so customers can self-serve when possible - Collaborate with Support and Engineering to resolve bugs and technical issues efficiently REQUIREMENTS - 5+ years of experience in Customer Success or Onboarding ideally within a SaaS environment - 3+ years of experience working with customers in the US market, ideally with SMB and Mid-market customers - 3+ years experience working with a non-LATAM headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the LATAM market - Proven ability to manage a portfolio of accounts and deliver measurable results (e.g., retention, expansion, onboarding success). - 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 to deeply understand customer needs - Organisational skills and attention to detail - Technical curiosity — familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential - Analytical mindset and problem-solving ability