Customer Success Manager (Enterprise / EC)

Responsibilities

• End-to-End Ownership: Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals.
• NDR Growth: Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies.
• Customer Advocacy: Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges.
• Strategic Insights: Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy.
• Cross-Functional Collaboration: Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform.
• Relationship Architecture: Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm.
• Process Scaling: Contribute to the "playbook" for the CS function, improving standards and processes as the company grows.

Requirements

• 3+ years of experience in Customer Success, Account Management, or Consulting, ideally within Enterprise SaaS or Fintech.
• Technical Fluency: Ability to understand API-based products and lending infrastructure; experience with HubSpot is a strong plus.
• Bilingual Proficiency: Fluent Spanish and English; executive-level communication is required for navigating the LatAm market.
• Owner Mentality: You take full responsibility for your numbers, move fast, and solve problems without waiting for instructions.
• Data-Driven Mindset: You know your metrics (Churn, NDR, Adoption) and use them to drive every decision.
• Problem-Solving Grit: You excel at going from "signal" to "insight" to "action" in high-pressure, fast-paced environments.
• Willingness to Travel: Open to occasional travel across Latin America to meet with key clients in person.

Benefits

• Base Salary: $3,500 - $6,000 USD per month, depending on experience.
• Employee Stock Ownership Plan (ESOP): All employees are eligible from day one.
• Unlimited PTO: We encourage taking at least 3-4 weeks off per year to maintain a healthy work-life balance.
• Performance Bonus: Based on achievement of agreed KPIs.
• Remote work: Fully remote company. Employees must work in the Americas timezone.