Customer Success Representative ? - Latam - Remote

Atomic Hr; Mazatlán; A distancia; MXN 1.074.000 - 1.611.000; Jornada completa

Descripción de la vacante

Atomic Hr is seeking a customer success professional to keep park operators thriving after onboarding. You’ll be the go-to contact for a portfolio of parks, answering questions, solving problems, and helping operators get more value from the platform as their business grows.

In this remote role, you’ll run check-ins and training, troubleshoot bookings and payments, write helpful guides, and spot at-risk accounts early to keep customers happy. English required.

Formación

• Experience in a customer-facing role in SaaS.
• Ability to learn software deeply and explain it to non-technical users.
• Excellent spoken and written English.
• Strong troubleshooting and solutions-oriented attitude.
• Tech-savvy with process orientation.
• Strong organization across multiple accounts.
• Patient and supportive with customers of all tech levels.

Responsabilidades

• Serve as main point of contact for a portfolio of active customers.
• Answer product questions and troubleshoot bookings, rates, payments, and availability.
• Run check-ins and training sessions to drive feature adoption.
• Help operators adjust setup as seasons and inventory change.
• Stay calm during peak-season rushes.
• Write follow-up notes and keep CRM records up to date.
• Create guides, FAQs, and simple help documents.
• Spot at-risk accounts early and retain customers.
• Share feedback to help product and engineering improve the platform.

Conocimientos

Customer success

Account management

SaaS experience

Troubleshooting

English proficiency

Organizational skills

Documentation

Herramientas

CRM tools

Helpdesk software

Descripción del empleo

Our client builds an all-in-one booking and park-management platform for outdoor hospitality. Campground, RV park, and glamping operators use it to manage reservations, availability, rates, payments, guest messaging, and reporting in one place. It also runs a traveler-facing marketplace that brings operators more bookings.

Many customers are small and mid-sized businesses whose busiest days depend on the software running smoothly. They choose this platform for its ease of use and for the real, hands-on support behind it.

Your Role

This role exists to keep customers successful long after onboarding ends.

You'll be the go-to contact for a portfolio of parks. You'll answer questions, solve problems, and help operators use more of the platform as their business grows. Success in this role means customers feel supported, use the product confidently, and stay with the platform year after year.

You’ll:

• Serve as the main point of contact for a portfolio of active customers
• Answer product questions and troubleshoot issues with bookings, rates, payments, and availability
• Run check-ins and training sessions to help customers adopt features they aren't using yet
• Help operators adjust their setup as seasons, rates, or site inventory change
• Stay calm and responsive during peak-season rushes, when every booking counts
• Write clear follow-up notes and keep customer records up to date in the CRM
• Turn recurring questions into guides, FAQs, and simple help documentation
• Spot at-risk accounts early and work proactively to keep customers happy
• Share customer feedback and pain points that help product and engineering improve the platform

You Bring:

• Experience in a customer-facing role, such as customer success, account management, support, or onboarding, ideally in SaaS
• Comfort learning software in depth and explaining it to non-technical users
• Excellent spoken and written English communication
• Strong troubleshooting skills and a calm, solutions-first attitude
• A tech-savvy, process-oriented mindset
• Strong organization and follow-through across multiple accounts
• A patient, supportive approach with customers of all technical comfort levels

Bonus Points:

• Experience with hospitality, reservations, booking, or payments software
• Familiarity with CRM or helpdesk tools
• Experience creating help documentation, FAQs, or training materials
• Experience supporting small-business owners

What’s Offered:

• Remote role with schedule overlap for customer calls and team collaboration
• Competitive USD compensation, based on experience
• A lean, hands-on team where your impact is visible
• Growth paths into senior customer success, account management, or customer operations
• The chance to help small businesses in outdoor hospitality grow and thrive