Customer Success Manager, LATAM

About the Role

As a Customer Success Manager, LATAM at the company, you will be the strategic partner for our growing portfolio of enterprise customers across Brazil and Latin America. You will own the customer relationship from onboarding through renewal and expansion — becoming a trusted advisor who helps organizations translate their AI investments into measurable business outcomes. This is a high-impact, relationship-driven role at the frontier of enterprise AI, and a pivotal hire as we plant our flag in the region.

What You’ll Do

• Own the full customer lifecycle for a portfolio of LATAM enterprise accounts, from onboarding through renewal and expansion

• Build and maintain deep relationships with customer stakeholders and executive sponsors, acting as a trusted strategic advisor throughout their AI journey

• Define and track success metrics, health scores, and adoption milestones for each account; translate platform usage into business outcomes and ROI

• Design and execute activation strategies — champion programs, office hours, usage reviews, and customized workshops — that drive meaningful platform adoption

• Lead business reviews (QBRs) with customer leadership to demonstrate realized value and align on next steps

• Proactively identify expansion opportunities and partner with sales on upsell and cross-sell initiatives

• Orchestrate cross-functional teams (Product, Engineering, Solutions) to resolve escalations and remove blockers for customer success

• Serve as the voice of the LATAM customer internally, surfacing feedback, regional nuance, and product gaps to Product and Engineering

• Develop and scale enablement resources — playbooks, onboarding guides, training materials — tailored to LATAM markets

• Build and nurture champion communities and power user networks within customer organizations

Requirements

• 4 - 7+ years of customer-facing experience in Customer Success, Account Management, or Strategic Partnerships at a SaaS or enterprise software company

• Fluent in Portuguese and English; Spanish proficiency strongly preferred

• Proven track record of owning customer outcomes end-to-end — activation, adoption, retention, and expansion

• Experience managing a portfolio of enterprise accounts and navigating complex, multi-stakeholder environments

• Demonstrated ability to connect platform usage to business outcomes and articulate ROI to both business and executive audiences

• Strong facilitation skills — able to design and lead workshops, training sessions, and business reviews that move customers to action

• Exceptional communication and executive presence; can present with confidence at the C-suite level and translate complex concepts for diverse audiences

• Enough technical fluency to be credible with engineering stakeholders and collaborate effectively with technical teams

Preferred Qualifications

• Prior experience with AI, ML, or automation platforms in a customer-facing role

• Familiarity with agentic AI concepts, large language models (LLMs), or multi-agent frameworks

• Experience building champion networks, power user communities, or internal advocacy programs within enterprise accounts

• Deep knowledge of LATAM enterprise buying culture, regional regulatory environments, and market nuance

• Background in a high-growth startup or early-stage product company; comfortable operating with ambiguity and evolving processes

• Experience working cross-functionally with Product and Engineering to close customer feedback loops

• Proficiency with CRM and CS tooling

Who You Are

• Customer Obsessed: You treat every customer’s success as your own — you anticipate problems before they happen and take ownership of outcomes, not just activities:

• Builder Mindset: You don’t wait for customers to engage — you build the programs, communities, and frameworks that make engagement inevitable:

• Clear Communicator: You can walk a VP of Engineering through an architecture decision and a CMO through an ROI analysis — in Portuguese, Spanish, or English:

• AI-Curious: You follow the AI ecosystem closely, bring genuine curiosity to every customer conversation, and help customers see what’s possible with agentic AI:

• Collaborative: You thrive in cross-functional environments, share your playbook generously, and raise the bar for everyone around you:

Benefits

• Competitive salary and equity in a fast-growing AI infrastructure company

• Opportunity to work at the frontier of agentic AI with some of the most ambitious enterprise teams in the world

• Remote-friendly culture with flexible working arrangements

• Dedicated budget for learning, conferences, and professional development

• Access to cutting-edge LLM credits, tooling, and infrastructure

• Collaborative, low-ego team that moves fast and celebrates wins together