Description

Onebeat is looking for a Senior Customer Success Manager to join our growing LATAM team. This is an independent contractor engagement — you will work on an invoicing basis with no employer-employee relationship. We prefer candidates based in Colombia or Mexico, but will consider strong profiles from other countries in the region. You will own a portfolio of retail and supply chain customers across LATAM, driving adoption, satisfaction, and long-term value realization. You'll work closely with our product, engineering, and data teams — and travel to customer sites when needed.

What You Will Do

Customer Portfolio Management

• Own a book of business and drive overall account health, satisfaction, and retention

• Lead regular cadence calls, QBRs, and strategic planning sessions

• Monitor system adoption and usage, identifying risks and growth opportunities proactively

• Retain and grow accounts through structured engagement and measurable value delivery

Onboarding & Delivery

• Lead customer onboarding end-to-end and ensure seamless go-lives

• Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope

• Track milestones, dependencies, and risks with precision

Customer Growth & Expansion

• Identify upsell and expansion opportunities through ongoing engagement

• Partner with Sales and Account teams to support growth initiatives

• Drive measurable customer outcomes and long-term ROI

Cross-Functional Collaboration

• Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions

• Translate customer feedback into actionable insights for internal teams

Reporting & Visibility

• Maintain accurate records in HubSpot; communicate updates via Slack and internal reports

• Provide regular updates to senior leadership on customer health, risks, and key metrics

Requirements

• 2–5 years of experience in Customer Success or Project Management in a SaaS company

• Hands-on experience with retail operations: inventory planning, demand forecasting, replenishment, assortment/merch planning, pricing, or promotions

• Bachelor's degree required; Industrial Engineering preferred

• Spanish — native or mother-tongue level

• English — fluent (written and spoken)

• Strong analytical skills; proficiency in Excel required, SQL a plus

• Excellent communication, relationship management, and organizational skills

• Comfortable managing multiple priorities and working cross-functionally

Nice to Have

• Background in consulting or ERP implementation

• Experience in Retail Fashion or Inventory Management software

• Exposure to Fintech or SaaS environments (relevant if no retail background)

Engagement Terms

Contract type: Independent contractor (freelance / invoicing basis)

Location: Remote, based in Colombia or Mexico (other LATAM countries considered)

Travel: Occasional travel to customer sites required