Customer Success Manager (LATAM)
GetCSM · Remote ·
- Work mode
- Remote
- Category
- Customer success
Role Responsibilities
Customer Onboarding
- Run welcome calls and structured onboarding/setup calls for new clients.
- Diagnose where each customer is, map their tools and deal flow into the platform, import and map lead lists, build custom fields and pipelines live, and set up phone/call flow.
- Follow up after onboarding (+3 days) and keep customers moving.
Product Demonstrations
- Run live product demos that show the platform’s value and convert interested prospects and trial users.
Customer Success & Churn Prevention
- Monitor client health weekly, flag inactive accounts, and reach out proactively.
- When a customer wants to cancel, call them immediately, offer alternatives, handle billing and account changes, document the outcome, and verify cancellations before treating them as lost.
Technical Support
- Configure and troubleshoot workflows, automations, custom fields, calendars, email/SMS, A2P registration, number porting, and integrations.
- Handle and triage support tickets and escalations.
Documentation
- Log every customer interaction in the CRM.
- Build SOPs and walkthroughs so processes are repeatable as the company scales.
Required Skills & Qualifications
- Working knowledge of GoHighLevel or a comparable CRM, with the ability to navigate the platform and understand workflows, automations, custom fields, and integrations. Additional platform knowledge can be developed on the job.
- Customer-facing experience in customer success, onboarding, or technical support for a software product.
- Excellent spoken and written English.
- Confidence leading live calls with US-based customers.
- Strong troubleshooting instincts and a clear, repeatable process for figuring things out when something breaks.
- Ability to teach technical concepts to non-technical customers.
- Ability to create clear documentation, SOPs, and walkthroughs.
Non-Negotiable Requirements
Candidates who miss any of these requirements are not a fit for this role.
- Customer-success mindset with genuine empathy. Patient, courteous, and committed to solving the customer’s problem—not just closing a ticket.
- Proactive ownership. Fix problems before being asked and run the role without hand-holding.
- Working knowledge of GoHighLevel or a comparable CRM, with the ability to learn the platform quickly and troubleshoot common workflows and automations.
- Fast, reliable responsiveness. Same-day response is the minimum standard.
- Strong spoken and written English with confidence leading live calls with US-based customers.
- Comfortable de-escalating frustrated customers and explaining technical concepts clearly to non-technical users.
- Full commitment to the role. Must be available during US Eastern business hours and committed to the position.
We offer a supportive customer success environment where we prioritize structured onboarding, clear goals, and cross-team collaboration. Specific benefits, work schedule details, and compensation will be discussed during the hiring process. If you enjoy building long-term customer relationships, driving adoption, and using data to improve outcomes, we’d like to meet you.