Customer Success Manager - SMB

About the role At Simetrik, the leading financial operations control platform in Latin America, we are looking for a Customer Success Manager (SMB). We combine AI and No-Code technology to automate complex financial reconciliations and provide full control over payment operations for more than 160 leading companies in 50+ countries, including clients like Mercado Libre, Rappi, Nubank, and Bancolombia. This role is key for Simetrik: the SMB segment is one of the company's most important growth bets, and the CSM is the person who turns a client that trusts us into a client that grows with us. Here you don't manage accounts, you protect revenue, accelerate adoption, and build expansion. Your impact is measured directly in retention, expansion, and Simetrik's reputation in a strategic market. If you have experience in SaaS or fintech, speak English fluently, and want to work at a company backed by Goldman Sachs, Tiger Global, and Mastercard that is redefining enterprise financial control, we want to meet you. In this role you will Own the end-to-end customer journey for a portfolio of enterprise accounts. Build and maintain relationships with key stakeholders, including senior decision makers. Drive structured governance: cadence, agendas, follow-ups, escalation paths, and accountability. Translate product usage and operational data into business-impact conversations (ROI, savings, operational efficiency). Identify expansion opportunities and partner with revenue leaders to execute land-and-expand motions. Detect and mitigate risk early through health indicators, adoption signals, and stakeholder engagement. Coordinate internal teams (Product, Implementation, Support, Revenue) to unblock customer outcomes. Maintain accurate account context and activity tracking in CRM and internal tooling. What makes you a strong fit Strong commercial acumen, with a clear understanding of renewals, contract value, and expansion strategy — comfortable connecting customer outcomes to revenue impact. Demonstrated executive presence, able to lead structured, outcome-driven conversations with senior stakeholders and challenge constructively when needed. Analytical and data-driven mindset, capable of interpreting product usage signals and translating them into actionable account strategies and ROI narratives. High operational discipline, with structured governance, rigorous documentation, and consistent CRM hygiene that drives renewal predictability. Proven ability to multi-thread relationships and proactively mitigate risk well ahead of renewal cycles. Comfortable operating in evolving environments, able to create clarity, structure, and forward momentum with minimal supervision. What will make you stand out Experience in organizations known for strong Customer Success rigor (e.g., HubSpot, Salesforce, Oracle, or similar high-performance SaaS environments). Familiarity with finance operations, reconciliation processes, enterprise reporting, or data-intensive workflows. Hands-on experience with value-based frameworks (e.g., MEDDPICC) and formal ROI/value realization programs. Experience supporting complex, technical products where adoption requires translating between operational and executive stakeholders. Qualifications Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field. 4+ years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environments. Experience: SaaS customer-facing roles with enterprise customers; track record in renewals and/or expansions. Proficiency with tools such as Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platforms. Fluent in English and Spanish (written and spoken); additional languages are a plus. Benefits Well-funded and proven startup with large ambitions and competitive salaries. Entrepreneurial culture where pushing limits, creating and collaborating is everyday business. Open communication with management and company leadership Small, dynamic teams = massive impact 100% Remote Work (You choose where to work from) 500USD a year for you to invest in learning. Simetrik considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor. I authorize Simetrik to be the data controller and, as such, it may collect, store and use for the purposes of my possible hiring, under the conditions described in this document. I also give my consent to Simetrik to treat my personal data information in accordance with the Personal Data Treatment Policy available at https://simetrik.com/ , which was made known to me before collecting my personal data. Join a team of incredibly talented people that build things, are free to create, and love collaborating!