Customer Success Team Leader – LATAM

About the role

We are a fast‑growing SaaS company seeking a hands‑on Customer Success Team Leader for our LATAM region. You will lead a small but expanding team while remaining directly involved with strategic accounts and complex delivery projects, ensuring customers achieve measurable ROI.

Key responsibilities

• Lead, mentor and grow the LATAM Customer Success team, set KPIs and foster a results‑driven culture.
• Maintain a personal portfolio of strategic accounts, overseeing end‑to‑end onboarding, implementation, QBRs and executive reviews.
• Design and execute CS strategies that improve retention, satisfaction and expansion.
• Develop playbooks, onboarding, training and support processes that can scale across the region.
• Collaborate with Product, Sales, Support and Engineering to deliver seamless experiences and feed customer insights into the product roadmap.
• Track team performance and customer health, report regularly to senior leadership and use data to drive continuous improvement.

Required profile

• 5+ years in Customer Success or Project Management within SaaS, including at least 2 years in a leadership or senior individual‑contributor role.
• Proven track record delivering complex, multi‑stakeholder implementation projects.
• Strong understanding of retail operations such as inventory management, supply‑chain or demand forecasting.
• Industrial Engineering degree or equivalent, comfortable with data, processes and systems.
• Native‑level Spanish and fluent written and spoken English.
• Excellent analytical abilities and solid Excel skills.

Required skills

• Excel
• Data analysis
• SaaS platforms
• ERP implementation
• Project management tools

What we offer

• Independent contractor (freelance) arrangement with full autonomy.
• Remote work based in Colombia, Mexico or other LATAM countries.
• Occasional travel to customer sites.