Remote Customer Success Manager

Role Overview

HireLatam is seeking a proactive, customer-centric Remote Pooled Customer Success Manager to support a large, high-volume portfolio of non-profit and corporate clients. The role will execute scaled engagement playbooks across key lifecycle milestones, utilizing Gainsight and CRM systems.

What You Will Do

The Remote Customer Success Manager will execute structured outreach to an assigned high-volume portfolio of accounts, support the delivery of scaled digital customer engagement formats, and respond promptly to customer inquiries.

Why It Might Be a Fit

The ideal candidate will have 1–3+ years of professional experience in Customer Success, Account Management, Client Services, or B2B customer support, with bilingual English & Spanish fluency and experience with customer success management platforms and CRM systems.

Requirements

• Customer-Facing Experience: 1–3+ years of professional experience in Customer Success, Account Management, Client Services, or B2B customer support (preferably within a SaaS or technology environment)
• Bilingual English & Spanish Fluency: Exceptional written and spoken communication skills in both English and Spanish to conduct webinars, write documentation, and support global clients
• CSM Tool Stack Familiarity: Hands-on experience or strong working knowledge of customer success management platforms (Gainsight, ChurnZero, Totango) and CRM systems (Salesforce, HubSpot)
• High-Volume Portfolio Management: Proven ability to manage scaled, pooled, or digital-first customer engagement models supporting large portfolios of accounts efficiently
• Data Integrity & Process Orientation: Strong organizational discipline with a habit of maintaining accurate CRM data, tracking health metrics, and following structured playbook workflows
• Growth Mindset & Problem Escalation: Active listening skills with a proactive approach to escalating client risks, seeking constructive feedback, and mastering complex SaaS product suites
• Schedule Alignment: Ability to work full-time during standard business hours (Monday – Friday)
• Remote Workspace Infrastructure: High-performance computer setup, HD webcam, noise-canceling headset, and reliable high-speed internet connection in a quiet workspace