Remote CSM for Nonprofit & CSR SaaS (Bilingual)

HireLATAM; México; Remote; MXN 367,000 - 450,000; Full time

Job summary

HireLATAM is seeking a Remote Customer Success Manager to support a large portfolio of nonprofit and corporate clients from a Latin American remote setup.

You will manage onboarding, feature adoption, and value realization using Gainsight and CRM tools, while ensuring high customer satisfaction and retention metrics. The role requires bilingual English/Spanish communication and a diligent, process-driven approach.

Qualifications

• 1–3+ years in Customer Success, Account Management, Client Services, or B2B SaaS support.
• Bilingual English and Spanish with strong written and spoken communication.
• Hands-on knowledge of CSM platforms (Gainsight, ChurnZero, Totango) and CRMs (Salesforce, HubSpot).
• Proven ability to manage large, pooled or digital-first portfolios efficiently.
• Strong organizational discipline with accurate CRM data, health metrics, and playbooks.
• Active, proactive approach to escalating client risks and feedback.
• Availability to work full-time during standard business hours.
• Remote-ready setup: fast internet, quiet workspace, and a good headset.

Responsibilities

• Executes structured outreach for a high-volume portfolio following playbooks.
• Delivers scaled digital engagement formats like webinars and group office hours.
• Monitors usage trends and health indicators; surfaces at-risk accounts.
• Maintains up-to-date account records in Gainsight and Salesforce.

Skills

Customer-Facing Experience

Bilingual English & Spanish

CSM Tool Stack Familiarity

High-Volume Portfolio Management

Data Integrity & Process Orientation

Growth Mindset & Problem Escalation

Schedule Alignment

Remote Workspace Infrastructure

Tools

Gainsight

ChurnZero

Totango

Salesforce

HubSpot

Job description

HireLATAM is seeking a Remote Customer Success Manager to support a large portfolio of nonprofit and corporate clients from a Latin American remote setup.

You will manage onboarding, feature adoption, and value realization using Gainsight and CRM tools, while ensuring high customer satisfaction and retention metrics. The role requires bilingual English/Spanish communication and a diligent, process-driven approach.