Remote Customer Success Manager – SaaS

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity. Job Title: Remote Customer Success Manager – SaaS (100% Work From Home) Location: Remote from Latin America Position Type: Full-time Salary: $2,500 USD/month Schedule: Monday - Friday, 40 hours within business hours in US time zone Our Client: Our client is a B2B SaaS company providing advanced technology solutions to financial advisory firms. Their platform helps advisors manage workflows related to portfolio analysis, compliance, proposals, and investment strategies. They are focused on delivering a high-touch customer experience that drives client adoption, retention, and long-term growth, while continuously improving their product based on real customer needs. Job Overview: Our client is seeking a Customer Success Manager (CSM) to own the post-sale client experience, including onboarding, training, adoption, and strategic account management. This role is responsible for ensuring clients successfully implement and utilize the platform, running ongoing account meetings, and acting as the bridge between customers and internal teams such as Product and Engineering. The ideal candidate combines strong SaaS product understanding, client-facing communication skills, and a strategic mindset, with the ability to manage relationships across both technical and executive stakeholders.

Responsibilities

• Client Onboarding & Training
• Lead onboarding for new clients within the first 30 days, including platform setup and workflow training
• Deliver tailored training sessions for different user types (advisors, operations teams, compliance stakeholders)
• Conduct ongoing training as new features launch or new users are added
• Develop and maintain training materials such as guides, walkthroughs, and webinars
• Track training completion and follow up to ensure full client adoption
• Account Management & Client Success
• Manage relationships with key accounts through weekly or bi-weekly meetings
• Monitor adoption metrics, usage patterns, and client health
• Proactively identify risks, issues, and opportunities for expansion
• Build relationships with multiple stakeholders across each client organization
• Document all interactions, action items, and feedback in the CRM
• Product Expertise & Enablement
• Maintain deep knowledge of the platform and its features
• Guide clients on best practices and optimal product usage based on their workflows
• Troubleshoot basic product issues and configuration challenges
• Support client understanding of integrations, data flows, and reporting capabilities
• Product Feedback & Cross-Functional Collaboration
• Gather and organize customer feedback, feature requests, and pain points
• Translate feedback into clear, actionable requirements for Product teams
• Participate in internal discussions to help shape product roadmap priorities
• Collaborate with Sales, Product, and Engineering to resolve client needs
• Close the feedback loop with clients when updates or improvements are made
• Knowledge Base & Content Development
• Create and maintain knowledge base articles, FAQs, and training documentation
• Develop recorded training videos and self-service resources
• Ensure all documentation is updated as the product evolves
• Identify content gaps based on support trends and proactively create resources Qualifications, Skills, and Key Competencies Required
• Experience in Customer Success, Account Management, or Client Services within a SaaS environment
• Strong ability to train and present complex concepts clearly
• Excellent communication skills with the ability to engage both technical and executive stakeholders
• Proven ability to manage multiple client accounts and priorities simultaneously
• Strong problem-solving and analytical thinking skills
• Experience working cross-functionally with Product, Engineering, and Sales teams Technical & Functional Skills
• Ability to quickly learn and master complex SaaS platforms
• Understanding of data flows, integrations, and system workflows
• Experience troubleshooting product issues and guiding clients through solutions
• Comfortable working with CRM systems and tracking client interactions Core Competencies
• Strong relationship-building and client trust development
• High level of ownership, accountability, and follow-through
• Strategic thinking with the ability to identify growth and expansion opportunities
• Adaptability in fast-paced, evolving environments
• High emotional intelligence and ability to manage client expectations Preferred
• Experience working with financial services, fintech, or advisor platforms
• Familiarity with API integrations or tech

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