LATAM Customer Success Manager

Our ideal candidate has:

• Demonstrated ability to build trusted customer relationships, understand business goals, and translate them into clear success plans and actions.
• A data-driven, operationally disciplined mindset capable of interpreting dashboards, tracking KPIs, and driving consistent execution.
• Strong communication and cross-functional collaboration skills, with the ability to engage operational and executive customer stakeholders and partner effectively with Sales, Enablement, and Support.
• Strong organization and prioritization skills, with the ability to manage multiple accounts, deadlines, risks, documentation, follow-up, and playbook execution in a fast-paced environment.
• Customer-first orientation, with a commitment to retention, value delivery, and creating a predictable, high-quality customer experience.
• Fluency in both written and spoken Spanish is a must.

Nice to Haves:

• 2–4 years of Customer Success or Account Management experience.
• Experience in SaaS, IoT, logistics, or supply chain environments.
• Experience managing the customer lifecycle from onboarding and trials through adoption, QBRs, success planning, and renewals.
• Experience identifying workflow improvements or using automation to manage accounts efficiently.
• Strength in running forecasting, churn reviews, and health-check cadences.

What you’ll be doing:

• Follow standardized playbooks for onboarding, trials, adoption, and renewals across assigned accounts.
• Lead regular customer check-ins, account reviews, and QBRs to monitor progress, drive adoption, align on priorities, and agree on next steps.
• Manage a portfolio of SMB and Mid-Market accounts, maintaining accurate documentation and success plans aligned to each customer’s goals, use cases, and measurable outcomes.
• Manage structured, timely trials with clear success criteria, milestone tracking, and documented outcomes.
• Use dashboards, health signals, order activity, and product usage to identify onboarding, adoption, and churn risks; engage customers proactively and coordinate timely intervention or escalation so they reach value quickly.
• Own the renewal and forecasting process for assigned SMB/MM accounts, including timely customer communication, annual volume discussions, and partnership with Sales on upsell or expansion opportunities.
• Serve as the primary post-sale point of contact, coordinating customer needs, issues, and escalations with Support, Product, Operations, and other internal teams to ensure clear ownership and follow-through.
• Maintain current product and process knowledge and use available training and customer-facing resources to support customers effectively.
• Capture customer feedback and communicate trends, risks, and opportunities to the appropriate internal teams.
• Meet or exceed defined goals for retention, product adoption, customer engagement, renewal forecasting, and customer satisfaction.

Need to know info:

• This is an individual-contributor role with no direct people-management responsibilities and a portfolio of approximately 50–60 accounts.
• May require occasional after-hours customer communication depending on account time zones or urgent renewal timelines.
• This role partners closely with Sales, which may require tight coordination during quarter-end cycles.
• Occasional travel may be required for team meetings, customer visits, or cross-functional sessions.

What does Tive offer?

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice.
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.
  
  

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.