Senior Customer Success Manager – LATAM

Description Onebeat is looking for a Senior Customer Success Manager to join our growing LATAM team. This is an independent contractor engagement — you will work on an invoicing basis with no employer-employee relationship. We prefer candidates based in Colombia or Mexico, but will consider strong profiles from other countries in the region. You will own a portfolio of retail and supply chain customers across LATAM, driving adoption, satisfaction, and long-term value realization. You'll work closely with our product, engineering, and data teams — and travel to customer sites when needed. What You Will Do Customer Portfolio Management • Own a book of business and drive overall account health, satisfaction, and retention • Lead regular cadence calls, QBRs, and strategic planning sessions • Monitor system adoption and usage, identifying risks and growth opportunities proactively • Retain and grow accounts through structured engagement and measurable value delivery Onboarding & Delivery • Lead customer onboarding end-to-end and ensure seamless go-lives • Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope • Track milestones, dependencies, and risks with precision Customer Growth & Expansion • Identify upsell and expansion opportunities through ongoing engagement • Partner with Sales and Account teams to support growth initiatives • Drive measurable customer outcomes and long-term ROI Cross-Functional Collaboration • Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions • Translate customer feedback into actionable insights for internal teams Reporting & Visibility • Maintain accurate records in HubSpot; communicate updates via Slack and internal reports • Provide regular updates to senior leadership on customer health, risks, and key metrics Requirements • 2–5 years of experience in Customer Success or Project Management in a SaaS company • Hands-on experience with retail operations: inventory planning, demand forecasting, replenishment, assortment/merch planning, pricing, or promotions • Bachelor's degree required; Industrial Engineering preferred • Spanish — native or mother-tongue level • English — fluent (written and spoken) • Strong analytical skills; proficiency in Excel required, SQL a plus • Excellent communication, relationship management, and organizational skills • Comfortable managing multiple priorities and working cross-functionally Nice to Have • Background in consulting or ERP implementation • Experience in Retail Fashion or Inventory Management software • Exposure to Fintech or SaaS environments (relevant if no retail background) Engagement Terms Contract type: Independent contractor (freelance / invoicing basis) Location: Remote, based in Colombia or Mexico (other LATAM countries considered) Travel: Occasional travel to customer sites required