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Pipe17 is hiring a Customer Success Manager for the LATAM region to own a portfolio of customers end-to-end, managing retention, renewals, account growth, and day-to-day customer relationships. This role blends commercial ownership with hands-on customer success execution, serving as the primary post-sale point of contact.
Key responsibilities include leading renewal timelines and conversations to ensure on-time execution, maintaining accurate renewal forecasts and risk tracking, and identifying churn risk early to coordinate mitigation plans. You'll drive expansion revenue by identifying opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements. You'll lead quarterly business reviews and account planning sessions tied to customer goals and outcomes.
You'll own the customer relationship as the main point of contact, managing communication, expectations, and timelines. You'll guide onboarding and ongoing enablement around workflows and operational change, ensuring customers adopt the product and realize measurable business outcomes. You'll create clear success plans tied to how ecommerce teams operate and scale.
The role includes triaging customer issues and coordinating with Support, Product, and Engineering to drive resolution. You'll own customer communication during escalations with clear status updates and expectation-setting, bringing structure to customer pain points by identifying root causes and preventing repeat issues.
Operationally, you'll maintain clean CRM data including account notes, renewal dates, customer health, stakeholders, and activity. You'll build lightweight reporting on retention, expansion pipeline, risks, and account sentiment. You'll improve the post-sale motion by creating reusable templates, playbooks, and workflows.
The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems. Pipe17's culture emphasizes ownership, urgency, curiosity, and bias for action, with a focus on thoughtful AI adoption as a force multiplier.
