Remote Customer Success Manager

Job Title: Remote Customer Success Manager (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $367,400 – $450,000 MXN annually (Commensurate with experience)

Schedule: Monday – Friday, aligned with standard US business hours

Our Client

Our Client is a leading social good software enterprise dedicated to empowering non‑profit organizations, higher education institutions, and corporate social responsibility (CSR) programs worldwide. Supporting a network of over 20,000 customers—including more than 16,000 non‑profits and over 50 percent of Fortune 100 companies—our client provides integrated, end‑to‑end SaaS platforms that scale fundraising, grant management, volunteer engagement, and corporate giving. Built on a culture of measurable impact, continuous learning, and operational excellence, our client offers a collaborative remote environment where customer success operations directly accelerate global social impact.

Job Overview

Our Client is seeking a proactive, customer‑centric Remote Pooled Customer Success Manager (CSM) to support a large, high‑volume portfolio of non‑profit and corporate clients. Reporting to Customer Success leadership and working alongside senior team members, this professional will execute scaled engagement playbooks across key lifecycle milestones (onboarding, feature adoption, and value realization). Utilizing Gainsight and CRM systems, this role monitors account health trends, assists with digital webinars and office hours, documents customer feedback, and surfaces retention risks to maximize software utilization and customer satisfaction.

Key Responsibilities

• Executes structured outreach to an assigned high‑volume portfolio of accounts across key journey milestones following established playbook frameworks.
• Supports the delivery of scaled digital customer engagement formats, including webinars, group office hours, and automated education programs.
• Responds promptly to customer inquiries, directing users to relevant self‑serve documentation, product tools, and training resources.
• Tracks platform usage trends and key product health indicators using internal tools, identifying early signals of disengagement or account risk.
• Applies defined playbooks to guide clients through core feature adoption and workflow milestones with regular direction from senior CSM leads.
• Participates in structured risk mitigation plans and account recovery efforts for at‑risk non‑profit and corporate accounts.

Product Knowledge & Customer Feedback (20%)

• Develops deep functional expertise in the client's SaaS platform suite to speak confidently with administrators about core features and best practices.
• Captures, organizes, and documents structured client feedback, communicating operational insights to internal product and success stakeholders.
• Continuously refines customer communication templates and outreach cadences based on engagement results and supervisor feedback.

Operational Excellence & CRM Administration (15%)

• Maintains up‑to‑date account records, activity logs, and engagement data in Gainsight and Salesforce adhering to strict data entry standards.
• Adheres to defined portfolio management procedures, surfacing observations about customer usage patterns or workflow bottlenecks to leadership.

Qualifications, Skills, and Key Competencies

Required Qualifications

• Customer‑Facing Experience: 1–3+ years of professional experience in Customer Success, Account Management, Client Services, or B2B customer support (preferably within a SaaS or technology environment).
• Bilingual English & Spanish Fluency: Exceptional written and spoken communication skills in both English and Spanish to conduct webinars, write documentation, and support global clients.
• CSM Tool Stack Familiarity: Hands‑on experience or strong working knowledge of customer success management platforms (Gainsight, ChurnZero, Totango) and CRM systems (Salesforce, HubSpot).
• High‑Volume Portfolio Management: Proven ability to manage scaled, pooled, or digital‑first customer engagement models supporting large portfolios of accounts efficiently.
• Data Integrity & Process Orientation: Strong organizational discipline with a habit of maintaining accurate CRM data, tracking health metrics, and following structured playbook workflows.
• Growth Mindset & Problem Escalation: Active listening skills with a proactive approach to escalating client risks, seeking constructive feedback, and mastering complex SaaS product suites.
• Schedule Alignment: Ability to work full‑time during standard business hours (Monday – Friday).
• Remote Workspace Infrastructure: High‑performance computer setup, HD webcam, noise‑canceling headset, and reliable high‑speed internet connection in a quiet workspace.

Preferred Qualifications

• Prior experience supporting non‑profit organizations, social sector entities, higher education institutions, or corporate philanthropy programs.
• Exposure to multi‑tenant B2B SaaS platforms, digital adoption tools, or scaled customer education models.