Senior Customer Onboarding & Success Manager

• Act as the first post-sales point of contact for new customers
• Develop a deep understanding of client objectives and translate them into success plans
• Deliver world-class onboarding experiences through training, setup guidance, and milestone achievement
• Ensure clients achieve ROI quickly by managing their implementation and meeting agreed launch dates
• Partner with Sales and Account Management to ensure smooth handoffs
• Manage a portfolio of clients, ensuring they continuously see measurable impact from our solution
• Build and maintain long-term relationships, delivering a best-in-class customer experience
• Run business reviews when required, advising clients on strategy, optimization opportunities, and ROI
• Proactively identify churn risks, mitigate them, and uncover upsell opportunities
• Collaborate with Product, Marketing, and Engineering to bring customer insights into the business
• Drive advocacy by encouraging testimonials, case studies, and event participation
• Serve as the first point of contact for customer queries via chat, email, and occasional calls
• Troubleshoot and resolve client issues quickly to minimize disruption
• Write clear and helpful documentation so customers can self-serve when possible
• Collaborate with Support and Engineering to resolve bugs and technical issues efficiently

• 5+ years of experience in Customer Success or Onboarding ideally within a SaaS environment
• 3+ years of experience working with customers in the US market, ideally with SMB and Mid-market customers
• 3+ years experience working with a non-LATAM headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the LATAM market
• Proven ability to manage a portfolio of accounts and deliver measurable results (e.g., retention, expansion, onboarding success)
• Excellent written and spoken English - C1
• Ability to manage multiple projects confidently and independently
• Confidence in discussing ROI and business impact with customers
• Empathy and relationship-building skills to deeply understand customer needs
• Organisational skills and attention to detail
• Technical curiosity — familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential
• Analytical mindset and problem-solving ability

Technical curiosity — familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential