Customer Success Manager – Enterprise, AR
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Job Description
Customer Success Manager enhancing growth and managing client relationships for AltScore's Enterprise SaaS platform in Latin America. Owning end-to-end customer lifecycle from technical adoption to expansion.
Responsibilities:
- End-to-End Ownership: Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals.
- NDR Growth: Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies.
- Customer Advocacy: Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges.
- Strategic Insights: Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy.
- Cross-Functional Collaboration: Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform.
- Relationship Architecture: Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm.
- Process Scaling: Contribute to the "playbook" for the CS function, improving standards and processes as the company grows.
Requirements:
- 3+ years of experience in Customer Success, Account Management, or Consulting, ideally within Enterprise SaaS or Fintech.
- Technical Fluency: Ability to understand API-based products and lending infrastructure; experience with HubSpot is a strong plus.
- Bilingual Proficiency: Fluent Spanish and English; executive-level communication is required for navigating the LatAm market.
- Owner Mentality: You take full responsibility for your numbers, move fast, and solve problems without waiting for instructions.
- Data-Driven Mindset: You know your metrics (Churn, NDR, Adoption) and use them to drive every decision.
- Problem-Solving Grit: You excel at going from "signal" to "insight" to "action" in high-pressure, fast-paced environments.
- Willingness to Travel: Open to occasional travel across Latin America to meet with key clients in person.
Benefits:
- Base Salary: $3,000 - $5,000 USD per month, depending on experience.
- Employee Stock Ownership Plan (ESOP): All employees are eligible from day one.
- Unlimited PTO: We encourage taking at least 3-4 weeks off per year to maintain a healthy work-life balance.
- Performance Bonus: Based on achievement of agreed KPIs.
- Remote work: Fully remote company. Employees must work in the Americas timezone.
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