Role Description 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 Qualifications - 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 Requirements - Background in consulting or ERP implementation (nice to have) - Experience in Retail Fashion or Inventory Management software (nice to have) - Exposure to Fintech or SaaS environments (relevant if no retail background) (nice to have) 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

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