Job Details

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Customer Success Team Lead (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $3,000 - 3,500 USD/month depending on experience

Schedule: Monday - Friday, 40 hours per week

Job Overview:

Our client is a leading SaaS data company. Their platform empowers website owners with valuable visitor identity insights, enabling them to access crucial information even from visitors who don't make purchases or submit forms. Their unique and fully compliant technology allows their clients to collect more first-party data and leverage plug-and-play audiences to scale their online advertising campaigns, and multi-channel retargeting, extending the LTV of each customer, and more profitability.
They're growing month over month, and looking to expand their Customer Success team!

We are seeking an intelligent (emotionally and intellectually), experienced leader to guide the team of Senior Customer Success Managers. As the Customer Success Team Lead, you will move beyond individual account management to become a player-coach who ensures the high performance and growth of the CS department. You will manage the Senior CSMs, acting as a mentor, strategist, and culture carrier while maintaining high-level relationships with key accounts. You will be responsible for contributing to and reinforcing our success playbooks, driving team-wide retention and expansion goals, and fostering an environment of data-driven innovation.

Responsibilities

• Team Leadership & Coaching: Manage, mentor, and lead a team of Senior Customer Success Managers. Equip the team with the tools and feedback needed for excellence and readiness to scale in their roles.
• Strategy & Process Optimization: Contribute to the continuous improvement of the customer journey from onboarding to renewal to expansion, with an emphasis on scalable, repeatable processes and automations wherever possible.
• Performance Management: Oversee team metrics including retention, churn mitigation, and cross-sell/upsell targets.
• Escalation Management: Act as the senior point of contact for critical customer escalations, working cross-functionally to ensure prompt resolution and maintain high satisfaction.
• Cross-Functional Collaboration: Serve as a voice of the customer to the Product and Sales teams, consolidating customer needs to inform product enhancements and strategy.
• Content & Enablement: Contribute to the creation of onboarding materials and educational resources (webinars, best practices) to help the team educate prospects and customers; Support the development of customer advocacy programs (case studies, references, champions) in partnership with Marketing and Sales.
• Tooling, Systems & Data: Contribute to the CS tech stack (e.g., CRM, CS platform as implemented, communication and enablement tools) in partnership with RevOps, ensuring data integrity and usability for both the CS team and leadership.

Day-to-Day Activities:

• Conduct weekly 1:1s with Senior CSMs to review account status, pipeline (renewals and expansions), identify roadblocks, and provide coaching.
• Join Sr. CSMs on mission-critical calls and contribute to multi-channel customer communications.
• Monitor team-wide usage and performance metrics to identify potential risks, opportunities and broader trends in customer behavior.
• Partner with the sales team to ensure smooth hand-offs and alignment on customer requirements during the pre-sales process.

Qualifications, Skills, and Key Competencies

• Experience: 7+ years of experience in Customer Success or Account Management, with at least 2 years in a leadership or team lead role, in a SaaS environment.
• Communication: Exceptional written and verbal communication skills. You must be able to articulate value propositions clearly and build rapport quickly with both your team and high-value clients.
• Data-Driven Mindset: Strong analytical abilities with a data-driven approach to decision-making and performance tracking.
• Technical Aptitude: Ability to quickly understand company's solution and train others on it. Familiarity with CRM systems and email marketing tools (e.g., Klaviyo, Iterable, ActiveCampaign) is highly preferred.
• Revenue Mindset: comfortable discussing value, business outcomes, renewals, and upsells, and partnering on or directly holding commercial targets.
• Leadership Style: You are self-motivated and capable of working in an autonomous, remote environment. You are a supporter of positive attitudes and eager to help others learn and grow.
• Education: Bachelor's degree in business, marketing, or related field (or equivalent experience).

You'll thrive in this role if you resonate with the following:

• Customer Obsession: Put customers at the center. Deliver real value, quality, satisfaction, and trust
• We Win Together: Collaborate with openness, respect, and trust; share ownership of outcomes
• Do the Right Thing: Act with integrity, honesty, and transparency - even when no one is watching
• Better Every Day: Embrace bold ideas, experiment, adapt to change, and hold ourselves to high standards; keep raising the bar
• Own It: Take initiative, remain resourceful and flexible, act with pragmatism and autonomy, follow through, and be accountable for results
• Driven with Character: Bring passion, grit, and energy to the mission. Persevere with positivity to overcome setbacks and deliver results

Benefits:

• 100% Fully Remote Work Environment: We trust the people we hire and welcome you to work wherever you work best, as long as you can work North American hours.
• Competitive Compensation: An industry-competitive package that makes you feel valued from day 1.
• Unlimited PTO: We work hard, but we fully recognize and value recharge time. Take the time you need to come back ready to contribute.
• Career Growth: We are a rapidly growing SaaS company. We offer individualized career development and are ready to support your career dreams, whether that means learning new skills or transitioning departments.
• Culture: A diverse, inclusive workplace with high-achieving, caring people who concern themselves with your career growth as well as their own.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/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.

Mandatory Knockout Questions
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. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don't qualify for will not improve your chances and may affect future applications.

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We appreciate your interest and look forward to reviewing your application!