LATAM Customer Success Manager - Renewals
On-site · Seattle, Washington, United States
Job Summary
Own end-to-end LATAM customer success: manage retention, renewals, and expansion for a portfolio of post-sale customers, acting as the primary post-sale point of contact to ensure customers realize measurable business outcomes. Lead renewal timelines, forecast renewals, identify churn risk and coordinate cross-functional mitigation. Drive expansion opportunities through new channels, volume tiers, and multi-year agreements; lead QBRs and account planning; build close plans with internal resources to support upsell/cross-sell motions. Manage onboarding and ongoing enablement, ensuring adoption of workflows and operational change; triage issues with Support, Product, and Engineering to drive resolution; maintain clean CRM data and generate lightweight retention/expansion reporting. Bring commerce expertise across ecommerce order-to-cash, fulfillment, inventory/returns workflows, and channel ecosystems (Shopify, Amazon, marketplaces, EDI) to the role. The compensation reflects a US FTE with strong healthcare/dental/vision, retirement, equipment, and generous vacation policy.
Required Qualifications
- 3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles
- Strong customer-facing skills including structured communication and credibility with stakeholders
- Communications playbook for onboarding, account management and renewals/upsells
- Comfort owning revenue outcomes including renewals, negotiation, and expansion motions
- Commerce fluency and understanding of ecommerce operations and systems
- Strong organization and execution skills with the ability to manage multiple accounts effectively
- Strong cross-functional collaboration skills
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