Customer Success Manager (Remote | LATAM Only)

Customer Success Manager (Remote | LATAM Only)

About the job Customer Success Manager (Remote | LATAM Only)

Customer Success Manager (Remote | LATAM Only)

Summary:

We're hiring a Customer Success Manager to own the customer experience for a growing U.S.-based SaaS company serving the vacation rental and hospitality industry.

The company develops AI-powered technology that helps hospitality teams improve guest communications, manage reviews, automate workflows, and operate more efficiently.

You’ll be responsible for the entire customer journey after the sale, from onboarding and implementation to product adoption, support, retention, and growth .

We’re looking for someone who combines strong customer relationship skills, technical curiosity, project management, and a problem-solving mindset .

This is an exciting opportunity to work closely with the founders, help customers succeed with innovative technology, and build scalable customer success processes as the company grows.

What You’ll Own:

• Business systems become more automated and scalable.
• AI agents reduce manual work across marketing and operations.
• Virtual events run smoothly with minimal manual intervention.
• Content is consistently adapted, scheduled, and published across multiple platforms.
• Leadership spends less time on repetitive operational tasks.

Core Responsibilities:

AI Automation & Systems

• Own the onboarding process from sales handoff through successful launch.
• Understand each customer's business, operational workflows, team structure, and goals.
• Coordinate software integrations, configurations, and implementation requirements.
• Help customers configure communication guidelines, automation settings, property information, and user access.
• Deliver product training through video calls, demonstrations, and written resources.
• Ensure customers are confident using the platform before launch.
• Track milestones, deadlines, and outstanding implementation tasks.

Customer Support & Problem Solving

• Manage customer inquiries through email, chat, video calls, and support platforms.
• Investigate technical issues and identify potential solutions.
• Distinguish between configuration questions, software bugs, and feature requests.
• Coordinate escalations with Product and Engineering teams.
• Provide proactive updates and follow through until issues are resolved.
• Identify recurring issues and recommend improvements to prevent them.

Customer Success, Adoption & Retention

• Build strong relationships with customer stakeholders and daily platform users.
• Establish regular customer check-ins based on account needs.
• Monitor platform adoption and identify opportunities for additional training.
• Help customers understand the value and operational impact of the software.
• Identify potential customer satisfaction or renewal risks early.
• Develop action plans to improve adoption and retention.
• Recognize opportunities for customers to benefit from additional platform capabilities.

Documentation & Knowledge Management

• Create and maintain onboarding guides, help articles, training materials, and internal SOPs.
• Document customer configurations, requests, commitments, and open issues.
• Keep training resources aligned with new product releases.
• Turn frequently asked questions into clear, reusable documentation.
• Organize customer feedback to support product improvements.

Product Collaboration & Feature Rollouts

• Work closely with Product and Engineering teams to understand new features.
• Support product launches through customer demonstrations and training.
• Translate customer feedback into actionable product requests.
• Help customers integrate new capabilities into their workflows.
• Follow up with customers when reported issues are resolved or requested improvements are released.

Customer Success Operations & Automation

• Build repeatable processes for onboarding, support, account reviews, and renewals.
• Establish and monitor customer health and adoption metrics.
• Identify opportunities to automate repetitive administrative tasks.
• Use AI tools to improve efficiency, documentation, and customer support.
• Continuously improve workflows to support a growing customer base.

Qualifications & Skills:

Required:

• 2–4+ years of experience in SaaS Customer Success, Implementation, Onboarding, or a closely related role.
• Experience managing customer onboarding and software implementation projects.
• Excellent written and spoken English.
• Strong customer relationship management and communication skills.
• Ability to explain technical concepts clearly to nontechnical users.
• Strong troubleshooting and problem-solving abilities.
• Experience delivering customer training and software demonstrations.
• Excellent organizational and project management skills.
• Experience creating SOPs, help articles, and training documentation.
• Comfortable working with customer data, spreadsheets, and usage metrics.
• Hands-on experience using AI tools to improve workflows and productivity .
• Proactive, detail-oriented, and comfortable taking ownership.
• Ability to manage multiple customer accounts and priorities independently.
• Comfortable working in a fast-paced startup environment.

Nice to Have:

• Experience in vacation rentals, short-term rentals (STR), hospitality, or property management technology .
• Familiarity with property management systems such as Guesty, Hostaway, OwnerRez, Streamline, or Track .
• Understanding of Airbnb, Vrbo, Booking.com , and guest communication workflows.
• Experience with AI assistants, review management, messaging platforms, or workflow automation.
• Experience with tools such as HubSpot, Intercom, Zendesk, Asana, Notion , or similar platforms.
• Experience building customer success processes in an early-stage SaaS company.
• Familiarity with SaaS retention, customer health scores, and product adoption metrics.

Work Setup:

• Full-Time
• Remote (LATAM only)
• Schedule aligned with U.S. business hours.

Required Remote Setup:

• Reliable high-speed internet connection.
• Quality headset for meetings and client calls.
• Dedicated workspace free from distractions and background noise.

About Purple:

At Purple, we connect exceptional LATAM talent with U.S. companies through strategic outsourcing solutions that deliver results with integrity and excellence. Our mission is to help businesses scale without compromising on quality, while creating meaningful opportunities across borders.