Customer Success Manager LATAM (Remote / SaaS / Trilingual: Spanish, Portuguese & English)

Publitas.com; Ciudad de México; A distancia; MXN 600,000 - 1,200,000; Jornada completa

Descripción de la vacante

Publitas.com busca un Gerente de Éxito del Cliente para unirse a su equipo en LATAM. En este rol estratégico, gestionarás el éxito de los clientes, ayudarás a las empresas a alcanzar sus objetivos y garantizarás una experiencia óptima con el software. Se requiere experiencia previa en un entorno SaaS y habilidades en comunicación efectiva.

Servicios

25 días de vacaciones al año

Alquiler de espacio de trabajo compartido

Estipendio para la configuración de la oficina en casa

MacBook de última generación

Subsidio de bienestar mensual

Formación

• Más de 3 años de experiencia en éxito del cliente o gestión de cuentas en un entorno B2B SaaS.
• Fluidez en inglés, español y portugués.
• Conocimiento del panorama tecnológico en LATAM.

Responsabilidades

• Gestionar la retención de clientes y el onboarding para asegurar satisfacciones.
• Identificar oportunidades de crecimiento y expansión en cuentas existentes.
• Colaborar con equipos de ventas y soporte para mejorar la experiencia del cliente.

Conocimientos

Resolución de problemas

Pensamiento crítico

Actitud proactiva hacia el cliente

Comunicación clara y empática

Herramientas

HubSpot

Slack

Zoom

Descripción del empleo

Are you ready to have an impact across LATAM?

Publitas empowers businesses to deliver paperless discovery-commerce experiences that engage, inspire, and have the potential to reach more customers than was ever possible. We combine a healthy dose of persistence with the will to embrace crazy ideas and push new boundaries. Guided by a desire to do things better, we want to improve the world around us.

We’re looking for a Customer Success Manager (Gerente de Éxito del Cliente) to join our growing LATAM team. You’ll play a strategic role in managing client success across the region, ensuring customers get the most out of our solution — from onboarding to renewal.

Hear from the hiring manager: “This role is all about helping our customers succeed by being proactive, consultative, and genuinely invested in their growth.” Are youready to make an impact with us? Start the application process by filling out the screening questionnaire to see if Publitas is right for you.

Take ownership by:

Your mission: Drive value, build trust, and grow accounts!

As a CSM at Publitas, you will focus on Customer Retention, Onboarding and SaaS client management.

In more detail:

• You will own a portfolio of customers across LATAM, supporting clients in retail and e-commerce to reach their business goals through Publitas.

• Understand each customer’s objectives, create tailored success plans, and act as a strategic advisor throughout their journey.

• Drive retention, expansion, and renewals while identifying up- and cross-sell opportunities that align with customer needs.

• Manage onboarding and product training, ensuring each client launches successfully and reaches value fast.

• Proactively supporting users via email and video calls - resolving inquiries, managing customer admin, and guiding them toward solutions and value without delay.

• Monitor key account health metrics and act swiftly to resolve issues or risks of churn.

• Collaborate closely with Sales, Support, and Product, ensuring seamless handovers and a unified customer experience.

• Contribute to our learning culture, sharing LATAM-specific insights, customer feedback, and process improvements.

This challenge will suit you if:

• You have 3+ years of experience in customer success, account management or client-facing roles in a B2B SaaS environment.
• You speak and write fluently in English, Spanish, and Portuguese – this is non-negotiable.
• You understand the tech landscape in LATAM, especially the needs of mid-market and enterprise retail/e-commerce customers.
• You are a proactive problem-solver with strong critical thinking and a customer-first mindset.
• You are comfortable using tools like HubSpot, Slack, Zoom, and CRM/CS platforms.
• You thrive in a fast-paced, fully remote culture and love working with international teams.
• You communicate clearly, diplomatically, and with empathy.

What we provide to help you achieve results:

• Competitive, market-related compensation.
• Twenty-five vacation days per year and your National Holidays off.
• Work from anywhere you desire.
• A monthly shared office space/co-working allowance.
• A one-time home office setup stipend.
• A top-of-the-line MacBook.
• Monthly wellness allowance to stay healthy while working remotely.
• Annual retreats in some of the greatest cities in the world.
• Free books in Kindle and Audible store.
• Through personal one-on-one sessions, we'll challenge and support you to maximise your potential.

Please also have a read through our Recruitment FAQ

Publitas is proud to be an Equal Opportunity Employer. We strive to create an inclusive environment that empowers our employees all over the world. We want you to feel welcome, respected, and valued for who you are — it's our differences that make us stronger! We celebrate diversity and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Publitas welcomes all, we invite you to apply and join us!