Senior Customer Success Manager (SaaS) - LATAM

Wiser Solutions

2d

About The Position

The Senior Customer Success Manager LATAM owns Wiser’s customer portfolio in Latin America, primarily retailers and brands in Mexico. The role serves as the main point of contact from onboarding through renewal, helping clients achieve measurable value from Wiser’s Market Intelligence, LPC, and PI tools. It is responsible for protecting and growing recurring revenue and working closely with internal teams to meet client needs.

Requirements

• At least 5 years of experience in Customer Success, Account Management, or consulting in a B2B SaaS or data business, including experience with large or strategic accounts.
• Proven track record in renewals, retention, and upselling, with ownership of revenue targets.
• Fluent spoken and written Spanish and English.
• Based in Mexico and authorized to work there.
• Comfortable working with data, including reading datasets, identifying inconsistencies, and translating numbers into a business story.
• Strong client presence and ability to lead executive meetings, negotiations, and escalations.
• Autonomous and organized, with the ability to work with a manager in a different time zone.
• Experience with a CRM, ideally Salesforce.
• Excellent command of Microsoft Office Suite, including Excel and PowerPoint.

Responsibilities

• Own the LATAM customer portfolio and act as a trusted advisor, handling day-to-day questions and executive relationships.
• Prepare and lead renewal negotiations, identify upsell and cross-sell opportunities, and work with Account Executives to close them.
• Lead onboarding and new projects by scoping client needs, launching feasibility requests with Operations, and following implementations through go-live with the Engagement Manager.
• Check catalogues, matching, and data feeds before they reach clients; escalate data quality issues promptly to Support and Operations.
• Run regular business reviews (QBRs) that demonstrate the value and ROI of Wiser’s tools.
• Monitor account health and usage, flag at-risk accounts early, and drive escalations to resolution.
• Maintain accurate Salesforce records, including opportunities, renewal stages, health scores, and account notes.
• Share LATAM client and market feedback with Product, Operations, and Marketing.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed