[Hiring] Customer Success Manager @HireLATAM

Role Description

Our Client is seeking a proactive, customer-centric Remote Pooled Customer Success Manager (CSM) to support a large, high-volume portfolio of non-profit and corporate clients. Reporting to Customer Success leadership and working alongside senior team members, this professional will execute scaled engagement playbooks across key lifecycle milestones (onboarding, feature adoption, and value realization). Utilizing Gainsight and CRM systems, this role monitors account health trends, assists with digital webinars and office hours, documents customer feedback, and surfaces retention risks to maximize software utilization and customer satisfaction.

Key Responsibilities

• Scalable Customer Engagement (35%)
  • Executes structured outreach to an assigned high-volume portfolio of accounts across key journey milestones following established playbook frameworks.
  • Supports the delivery of scaled digital customer engagement formats, including webinars, group office hours, and automated education programs.
  • Responds promptly to customer inquiries, directing users to relevant self-serve documentation, product tools, and training resources.
• Customer Health Monitoring & Risk Mitigation (30%)
  • Tracks platform usage trends and key product health indicators using internal tools, identifying early signals of disengagement or account risk.
  • Applies defined playbooks to guide clients through core feature adoption and workflow milestones with regular direction from senior CSM leads.
  • Participates in structured risk mitigation plans and account recovery efforts for at-risk non-profit and corporate accounts.
• Product Knowledge & Customer Feedback (20%)
  • Develops deep functional expertise in the client's SaaS platform suite to speak confidently with administrators about core features and best practices.
  • Captures, organizes, and documents structured client feedback, communicating operational insights to internal product and success stakeholders.
  • Continuously refines customer communication templates and outreach cadences based on engagement results and supervisor feedback.
• Operational Excellence & CRM Administration (15%)
  • Maintains up-to-date account records, activity logs, and engagement data in Gainsight and Salesforce adhering to strict data entry standards.
  • Adheres to defined portfolio management procedures, surfacing observations about customer usage patterns or workflow bottlenecks to leadership.

Qualifications

• Required Qualifications
  • 1–3+ years of professional experience in Customer Success, Account Management, Client Services, or B2B customer support (preferably within a SaaS or technology environment).
  • Exceptional written and spoken communication skills in both English and Spanish to conduct webinars, write documentation, and support global clients.
  • Hands-on experience or strong working knowledge of customer success management platforms (Gainsight, ChurnZero, Totango) and CRM systems (Salesforce, HubSpot).
  • Proven ability to manage scaled, pooled, or digital-first customer engagement models supporting large portfolios of accounts efficiently.
  • Strong organizational discipline with a habit of maintaining accurate CRM data, tracking health metrics, and following structured playbook workflows.
  • Active listening skills with a proactive approach to escalating client risks, seeking constructive feedback, and mastering complex SaaS product suites.
  • Ability to work full-time during standard business hours (Monday – Friday).
  • High-performance computer setup, HD webcam, noise-canceling headset, and reliable high-speed internet connection in a quiet workspace.
• Preferred Qualifications
  • Prior experience supporting non-profit organizations, social sector entities, higher education institutions, or corporate philanthropy programs.
  • Exposure to multi-tenant B2B SaaS platforms, digital adoption tools, or scaled customer education models.

Application Disclaimer

• To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
• Video Recording is REQUIRED. Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
• Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role.
• To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications.
• All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.