Senior Customer Onboarding & Success Manager

About the Role

We are looking for a Customer Onboarding & Success Manager to be the first member of our LATAM team. This hybrid role combines Onboarding, Customer Success, and Customer Support responsibilities.

Key Responsibilities

Onboarding

• Act as the first post‑sales point of contact for new customers
• Develop a deep understanding of client objectives and translate them into success plans
• Deliver world‑class onboarding experiences through training, setup guidance, and milestone achievement
• Ensure clients achieve ROI quickly by managing their implementation and meeting agreed launch dates
• Partner with Sales and Account Management to ensure smooth handoffs

Customer Success

• Manage a portfolio of clients, ensuring they continuously see measurable impact from our solution
• Build and maintain long‑term relationships, delivering a best‑in‑class customer experience
• Run business reviews when required, advising clients on strategy, optimization opportunities, and ROI
• Proactively identify churn risks, mitigate them, and uncover upsell opportunities
• Collaborate with Product, Marketing, and Engineering to bring customer insights into the business
• Drive advocacy by encouraging testimonials, case studies, and event participation

Customer Support

• Serve as the first point of contact for customer queries via chat, email, and occasional calls
• Troubleshoot and resolve client issues quickly to minimize disruption
• Write clear and helpful documentation so customers can self‑serve when possible
• Collaborate with Support and Engineering to resolve bugs and technical issues efficiently

Requirements

• 5+ years of experience in Customer Success or Onboarding ideally within a SaaS environment
• 3+ years of experience working with customers in the US market, ideally with SMB and Mid‑market customers
• 3+ years experience working with a non‑LATAM headquartered company in a role that required onboarding and remote work, ideally as one of the first employees for the company in the LATAM market
• Proven ability to manage a portfolio of accounts and deliver measurable results (e.g., retention, expansion, onboarding success)
• Excellent written and spoken English – C1
• Ability to manage multiple projects confidently and independently
• Confidence in discussing ROI and business impact with customers
• Empathy and relationship‑building skills to deeply understand customer needs
• Organisational skills and attention to detail
• Technical curiosity – familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential
• Analytical mindset and problem‑solving ability

DevSavant is an inclusive company that values equity and fosters a supportive work environment. We prioritize employee well‑being and carefully review every application with fairness and attention. Join a team where your talent is recognized and everyone has a seat at the table.