LATAM Customer Success Manager - Renewals

About the Role

We are hiring a Customer Success Manager in LATAM to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value.

This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.

What You’ll Do

Own retention and renewals

• Lead renewal timelines and renewal conversations, ensuring on-time execution
• Maintain accurate renewal forecasts and risk tracking across your book of business
• Identify churn risk early and coordinate mitigation plans across internal teams

Drive expansion revenue

• Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
• Lead QBRs and account planning sessions tied to customer goals and outcomes
• Build close plans and coordinate internal resources to support upsell and cross-sell motions

Own the customer relationship

• Act as the main customer point of contact and manage communication, expectations, and timelines
• Guide onboarding and ongoing enablement, especially around workflows and operations