Customer Success Manager (Remote - LATAM)

LeadTruffle; Colombia; Presencial; COP 849.073.000 - 1.273.609.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equipment stipend up to $500

Remote LATAM role

Direct mentorship from CEO

US Central Time hours

Descripción de la vacante

LeadTruffle is hiring its first dedicated Customer Success Manager to own the post-sale experience for US-based customers. You’ll start on onboarding with our founder and gradually lead onboarding calls and proactive check-ins, ensuring customers realize value from LeadTruffle.

This is a remote, Latin America–based role with flexible hours; you’ll coordinate with our implementation specialist, advocate for customers, and help scale a growing SaaS platform.

Formación

• 3+ years in customer success, account management, or SaaS onboarding.
• Direct experience with US-based customers.
• Fluent English in speech and writing.
• Ability to lead customer calls on Zoom.

Responsabilidades

• Lead kickoff and onboarding calls with US-based customers.
• Learn each customer’s goals and define onboarding plans.
• Coordinate onboarding with implementation specialist.
• Run proactive check-ins at 7, 14, and 28 days.
• Monitor engagement and identify at-risk accounts.
• Triage issues and coordinate with product/implementation teams.
• Advocate for customers and capture feedback.
• Help grow product adoption with customers.

Conocimientos

Relationship building

Communication

Leadership

Problem solving

Time management

Customer success

Herramientas

CRM systems

Zapier

APIs & webhooks

Automation tools

Descripción del empleo

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
• 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 raise 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

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.

• 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