Senior Customer Success Manager (SaaS) - LATAM

Location: Remote, based in Mexico City, Mexico; must have the right to work in Mexico

Company

Wiser is a SaaS market intelligence platform that helps brands and retailers optimize pricing, promotions, assortment, availability, compliance, and other aspects of the online shopper journey.

What you will do

• Own the LATAM customer portfolio, serving as the trusted advisor from day-to-day support through executive relationships.
• Lead onboarding and new projects by scoping needs, coordinating feasibility requests with Operations, and following implementations through go-live with the Engagement Manager.
• Prepare renewal negotiations, identify upsell and cross-sell opportunities, and partner with Account Executives to close them.
• Run QBRs demonstrating the value and ROI of Wiser’s Market Intelligence, LPC, and PI tools.
• Monitor account health and usage, identify at-risk accounts, and drive escalations through resolution.
• Validate catalogues, matching, and data feeds; maintain Salesforce records and share client and market feedback with Product, Operations, and Marketing.

Requirements

• 5+ years of experience in Customer Success, Account Management, or consulting within a B2B SaaS or data business, including large or strategic accounts.
• Proven record in renewals, retention, and upselling with ownership of revenue targets.
• Fluent Spanish and English, spoken and written.
• Based in Mexico with the right to work there.
• Ability to read datasets, identify inconsistencies, and turn numbers into a business story.
• Strong client presence, including 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, and excellent command of Microsoft Office, including Excel and PowerPoint.

Culture & Benefits

• Remote work arrangement for a role based in Mexico.
• Work across Customer Success, Account Executive, Engagement, Operations, Support, Product, and Marketing teams.
• Equal opportunity workplace committed to preventing discrimination, harassment, and retaliation.