LATAM Customer Success Manager (SaaS/IoT)

Location: Ciudad de México, Mexico; office-based or hybrid options available

Company

hirify.global provides connected shipment visibility solutions that help reduce delays, rejected loads, theft, damage, and spoilage across road, rail, ocean, and air transportation.

What you will do

• Manage a portfolio of approximately 50–60 SMB and Mid-Market accounts throughout the post-sale lifecycle.
• Lead onboarding, trials, adoption programs, customer check-ins, account reviews, and QBRs using standardized playbooks.
• Maintain success plans, documentation, milestones, health signals, and measurable outcomes for each account.
• Identify onboarding, adoption, and churn risks through dashboards, order activity, and product usage, then coordinate timely interventions.
• Own renewal and forecasting processes, including customer communication, annual volume discussions, and coordination with Sales on expansion opportunities.
• Coordinate customer needs, escalations, and feedback with Support, Product, Operations, Sales, and Enablement.

Requirements

• Fluent written and spoken Spanish is required.
• Ability to build trusted customer relationships, understand business goals, and translate them into actionable success plans.
• Data-driven and operationally disciplined approach to dashboards, KPIs, documentation, and execution.
• Strong communication, collaboration, organization, and prioritization skills across multiple accounts and deadlines.
• Customer-first focus on retention, value delivery, product adoption, and customer satisfaction.
• Individual-contributor position with no direct people-management responsibilities.

Nice to have

• 2–4 years of Customer Success or Account Management experience.
• Experience in SaaS, IoT, logistics, or supply chain environments.
• Experience with onboarding, trials, adoption, QBRs, success planning, and renewals.
• Experience improving workflows or using automation to manage accounts efficiently.
• Experience with forecasting, churn reviews, and customer health-check cadences.

Culture & Benefits

• Office-based or hybrid work options.
• Autonomy and resources to build and improve customer success operations.
• Collaboration with a global team guided by transparency, simplicity, teamwork, and continuous improvement.
• Competihirify.global equity participation.
• Occasional travel may be required for team meetings, customer visits, or cross-functional sessions.
• Occasional after-hours customer communication may be required based on account time zones or urgent renewal timelines.