[Hiring] Senior Customer Success Manager @onebeat

Role Description

Onebeat is looking for a Senior Customer Success Manager to join our growing LATAM team. This is an independent contractor engagement — you will work on an invoicing basis with no employer-employee relationship. We prefer candidates based in Colombia or Mexico, but will consider strong profiles from other countries in the region. You will own a portfolio of retail and supply chain customers across LATAM, driving adoption, satisfaction, and long-term value realization. You'll work closely with our product, engineering, and data teams — and travel to customer sites when needed.

What You Will Do

• Customer Portfolio Management
  • Own a book of business and drive overall account health, satisfaction, and retention
  • Lead regular cadence calls, QBRs, and strategic planning sessions
  • Monitor system adoption and usage, identifying risks and growth opportunities proactively
  • Retain and grow accounts through structured engagement and measurable value delivery
• Onboarding & Delivery
  • Lead customer onboarding end-to-end and ensure seamless go-lives
  • Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope
  • Track milestones, dependencies, and risks with precision
• Customer Growth & Expansion
  • Identify upsell and expansion opportunities through ongoing engagement
  • Partner with Sales and Account teams to support growth initiatives
  • Drive measurable customer outcomes and long-term ROI
• Cross-Functional Collaboration
  • Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions
  • Translate customer feedback into actionable insights for internal teams
• Reporting & Visibility
  • Maintain accurate records in HubSpot; communicate updates via Slack and internal reports
  • Provide regular updates to senior leadership on customer health, risks, and key metrics

Qualifications

• 2–5 years of experience in Customer Success or Project Management in a SaaS company
• Hands-on experience with retail operations: inventory planning, demand forecasting, replenishment, assortment/merch planning, pricing, or promotions
• Bachelor's degree required; Industrial Engineering preferred
• Spanish — native or mother-tongue level
• English — fluent (written and spoken)
• Strong analytical skills; proficiency in Excel required, SQL a plus
• Excellent communication, relationship management, and organizational skills
• Comfortable managing multiple priorities and working cross-functionally

Requirements

• Background in consulting or ERP implementation (nice to have)
• Experience in Retail Fashion or Inventory Management software (nice to have)
• Exposure to Fintech or SaaS environments (relevant if no retail background) (nice to have)

Engagement Terms

• Contract type: Independent contractor (freelance / invoicing basis)
• Location: Remote, based in Colombia or Mexico (other LATAM countries considered)
• Travel: Occasional travel to customer sites required