Customer Success Manager (Remote - LATAM)

Company Overview

LeadTruffle is a TinySeed-backed AI-powered lead capture and qualification platform that helps home-service companies in the US - including plumbers, electricians, roofers, and HVAC contractors - respond to leads instantly and convert more of them into booked jobs using AI voice, email, and SMS automation.

We integrate directly with lead sources like Thumbtack, Yelp, Angi, Google, & Meta and CRMs like Jobber, Housecall Pro, and ServiceTitan.

Role Overview

• We’re hiring our first dedicated Customer Success Manager to become the primary point of contact for customers after they sign up.
• You’ll initially work closely with Bryan Shankman, our Co-founder and CEO, joining him on customer calls and gradually taking ownership of the post-sale customer experience. You’ll lead onboarding, run proactive check-ins, coordinate technical implementation, answer customer questions, and ensure customers get meaningful value from LeadTruffle.
• This is not a scripted support position. We need someone who can build relationships, lead conversations, exercise good judgment, and take ownership when the path forward isn’t obvious.

What You’ll Own

Customer Onboarding

• Lead kickoff and onboarding calls with US-based customers
• Learn each customer’s business, lead flow, goals, and definition of success
• Create clear onboarding plans with owners, deadlines, and next steps
• Keep customers engaged and moving toward launch
• Coordinate account setup and integrations with our implementation specialist
• Send clear call recaps and proactively follow up on outstanding items
• You’ll initially join calls with our co-founder. Our goal is for you to independently lead standard customer onboarding within your first 60-90 days.

Proactive Customer Success

• Run structured check-ins during each customer’s first 7, 14, and 28 days
• Maintain an appropriate ongoing check-in cadence after launch
• Monitor customer engagement, lead activity, results, and account health
• Identify customers who are stuck, disengaged, or at risk of canceling
• Reach out before small problems become serious ones
• Help customers get measurable value from LeadTruffle

Customer Support and Problem-Solving

• Participate in the customer support queue and answer straightforward questions
• Triage customer issues and determine the appropriate next step
• Coordinate technical investigation and resolution with our implementation and product teams
• Keep customers informed while issues are being resolved
• Take ownership of sensitive, frustrating, or retention-risk situations
• Identify recurring problems that should be addressed through product or process improvements
• You do not need to personally fix every technical issue. You do need to ensure the customer receives a clear, responsive, and well-coordinated experience.

Customer Advocacy and Process Improvement

• Represent the customer’s perspective internally
• Document customer feedback and recurring requests
• Improve onboarding processes, check-in playbooks, and customer communications
• Help build the systems and processes needed to support a growing customer base
• Identify opportunities for customers to expand their use of LeadTruffle

You’re a Strong Fit If You

• Have 3+ years of customer success, account management, or SaaS onboarding experience
• Have directly managed relationships with US-based customers
• Speak and write polished, professional English
• Are warm, confident, and comfortable leading customer calls on Zoom
• Can build rapport with small-business owners while keeping conversations focused
• Communicate proactively and follow through without being reminded
• Remain calm and constructive when a customer is frustrated
• Can manage multiple customers and open action items simultaneously
• Can learn a technical SaaS product and explain it in plain language
• Exercise good judgment and know when to solve something yourself versus escalate it
• Enjoy working in an early-stage company where processes are still being built
• Experience working with home-service businesses is helpful, but not required.

Technical Comfort

• This is not a technical implementation role, but you should be comfortable learning how software systems connect.
• You should be able to develop a working understanding of: CRM systems, Zapier and other automation tools, lead-source integrations, APIs and webhooks, AI prompts and automated messaging, basic troubleshooting and workflow testing
• We already have an implementation specialist who handles much of the hands-on technical setup. Your responsibility is to understand the customer’s needs, coordinate the work, and ensure the customer reaches a successful outcome.

This Role Is Probably Not a Fit If

• Your customer experience has primarily involved following scripts or predefined support procedures
• You’re accustomed to a BPO or call-center environment where success means following a script rather than exercising independent judgment.
• You prefer responding to assigned tasks rather than proactively identifying what needs attention
• You are uncomfortable leading calls or handling difficult customer conversations
• You need a mature playbook for every situation
• You want a role focused primarily on technical configuration rather than customer relationships

How Success Will Be Measured

• Customers launch successfully and on time
• Onboarding tasks and follow-ups do not get lost
• Customers receive fast, clear, and proactive communication
• Proactive check-ins happen consistently
• At-risk accounts are identified early
• Customer concerns are resolved without unnecessary founder involvement
• Customers continue using LeadTruffle and receive meaningful value from it
• Within 60–90 days, you can independently lead standard onboarding and customer check-in calls

Career Growth

As our founding CSM, you won’t simply inherit a finished playbook. You’ll help refine our onboarding process, establish customer check-in and account-health systems, and shape how LeadTruffle supports customers as we grow.

If successful, you’ll have the opportunity to hire and lead future customer success team members.

Position Details

• Full-time
• Remote within Latin America
• One-time equipment stipend of up to $500
• Monday–Friday, 9:00 a.m. - 5:00 p.m. US Central Time
• Work directly with LeadTruffle’s Co-founder and CEO
• Compensation: $2,000 - $3,000 USD per month, based on experience
• Paid time off