Customer Success Team Leader (SaaS)

TL;DR

Customer Success Team Leader (SaaS): Leading the LATAM customer success team while managing strategic accounts and complex delivery projects with an accent on retail inventory and demand forecasting solutions. Focus on building scalable processes, mentoring the team, and driving customer ROI through hands-on project management and cross-functional collaboration.

Location: Must be based in Colombia or Mexico (other LATAM countries considered).

Company

hirify.global is a SaaS provider specializing in retail inventory management and demand forecasting solutions.

What you will do

• Lead, mentor, and develop the LATAM Customer Success team while fostering a results-oriented culture.
• Personally manage a portfolio of strategic accounts and lead complex onboarding and implementation projects.
• Conduct QBRs and executive business reviews to demonstrate ROI to key stakeholders.
• Partner with Product, Sales, and Engineering teams to influence the product roadmap and ensure seamless customer experiences.
• Monitor team performance and customer health metrics to drive continuous improvement.
• Recruit and onboard new team members as the regional team scales.

Requirements

• 5+ years in Customer Success or Project Management in a SaaS environment, including 2+ years in a lead or senior role.
• Native Spanish and fluent English proficiency required.
• Deep understanding of retail operations, including inventory management, supply chain, or demand forecasting.
• Proven ability to manage complex, multi-stakeholder implementation projects.
• Industrial Engineering degree or equivalent with strong analytical and Excel skills.
• Must be based in Colombia or Mexico (or other LATAM countries).

Nice to have

• Experience in Retail Fashion or Inventory Management platforms.
• Background in Fintech or ERP software implementation.
• Demonstrated ability to build and scale CS processes from the ground up.

Culture & Benefits

• Independent contractor engagement with flexibility.
• Opportunity to shape regional strategy and processes.
• Collaborative environment working across Product, Sales, and Engineering.
• Exposure to high-level strategic account management and retail technology.