Senior Customer Onboarding & Success Manager - Remote

Overview

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.

In Short

• 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
• 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
• 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
• Collaborate with Support and Engineering to resolve bugs and technical issues efficiently
• Drive advocacy by encouraging testimonials, case studies, and event participation

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
• Proven ability to manage a portfolio of accounts and deliver measurable results
• Excellent written and spoken English - C1
• Ability to manage multiple projects confidently and independently
• Empathy and relationship-building skills to deeply understand customer needs
• Organisational skills and attention to detail
• Technical curiosity — familiarity with ecommerce platforms is a plus
• Analytical mindset and problem-solving ability

Benefits

• Inclusive company culture that values equity
• Supportive work environment
• Prioritization of employee well-being
• Recognition of talent and contributions