Customer Success Specialist - North/South Americas

Customer Success Specialist supporting enterprise customers across North and South America, focusing on onboarding, adoption, and value realization for a SaaS platform.

Location: LATAM EST Countries preferred

Responsibilities

• Own a portfolio of enterprise customers in North & South America
• Drive onboarding, adoption, value realisation, and renewals
• Build trusted relationships with senior customer stakeholders
• Lead onboarding calls, enablement sessions, workshops, and QBRs
• Monitor account health, usage, and risk — and act early
• Act as the voice of the customer internally, influencing Product and CX
• Contribute to scalable success frameworks, QA standards, and playbooks
• Partner with Sales on handovers, renewals, and expansion opportunities

Requirements

• 5+ years in Customer Success or Account Management roles
• Experience supporting enterprise customers in North & South America
• Previous experience within BPO organisations (strongly preferred)
• Confidence running executive-level conversations and QBRs
• Strong commercial awareness (retention, renewals, expansion)
• Fluent English & Spanish — written and spoken
• Product-led mindset with strong judgement
• Experience with CRMs and CS tools (Salesforce, HubSpot, Zendesk, etc.)
• Based in LATAM with strong alignment with EST business hours