Customer Success Manager (LATAM)
Location: LATAM
Department: Success Department
Role: Customer Success Manager (LATAM)
About Respond.io
Founded in Hong Kong in early 2017, is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.
Trusted by businesses in over 127 countries and recognized by G2 and SME100, enables fast-growing companies around the world to capture, convert, and retain customers at scale.
We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!
Our Culture
At , we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:
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Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
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The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
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100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
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Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
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Own It and Support Each Other: We step up, help out, and drive outcomes—together.
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Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!
Role Description
At Respond.io , the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.
Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.
Responsibilities
- Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform
- Assist customers during the onboarding process, ensuring a positive and smooth experience
- Develop and maintain strong relationships with both internal and external stakeholders
- Act as a point of contact for customer issues and ensure timely resolution
- Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform
- Monitor and report on customer satisfaction and platform usage
- Focus on maintaining high customer satisfaction and retention rates
- Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells
Qualifications
- 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
- Experienced in working with international customers and handling global accounts
- Attentive listener with an ability to address customer concerns effectively
- Strong communication skills in Spanish and MUST be fluent in English to convey complex ideas clearly
- Skilled in negotiating complex renewal contracts in a SaaS environment
- Proficient in optimizing complex business processes
- Familiarity with business messaging platforms, CRM systems, and Customer Success tools
- Passionate about digital transformation and understanding diverse businesses
- Ability to provide customer feedback and insights to various departments for product improvement
- Deep understanding of our products, industry trends, and competition
- Able to quickly grasp technical concepts and keen to become an expert in our software
- An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference
Here's what's in for you
- You will be