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