Posted today
Scaled Customer Success Manager
Remote (Latin America-based)
Compensation: $25,000 to $30,000 USD/year + 10% variable compensation
Full-time, overlap with US working hours (Eastern and Central time), Contractor.
Tech Stack: CS platforms (Gainsight, ChurnZero, Totango, or similar), HubSpot, Salesforce, email and in-app messaging tools, AI tools
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is a cloud-based laboratory software company founded in 2016 that helps labs replace spreadsheets and paper with one platform for samples, testing, results reporting, inventory, and billing. They serve around 1,000 labs, mostly small and mid-sized businesses, and are one of the highest-rated solutions in their category. They are a growing, remote-first team with a results-oriented, async-friendly culture and no micromanagement.
We're looking for a Scaled Customer Success Manager to own the post-sale journey of a large portfolio of SMB lab customers, from go-live through renewal and expansion. Instead of managing a small book through high-touch calls, you'll run one-to-many, digital-first programs (webinars, content, email and in-app campaigns) and step in 1:1 when the data says a customer needs you. You'll take over customers from the Implementation team after go-live and work closely with Support, Product, Marketing, and Sales. This is the first Customer Success hire outside the US, joining a team of two US-based CSMs and reporting to the Director of Customer Success. This role requires someone who communicates clearly, takes ownership, and works well autonomously in an async environment.
Own a pooled portfolio of around 75 to 125 SMB customers from go-live through renewal.
Engage customers mainly through one-to-many channels: webinars, group office hours, cohort training, email campaigns, and in-app messaging.
Use health scores, product usage, and lifecycle triggers to decide where 1:1 time goes, and run short health check, risk, and renewal calls when needed.
Build and improve automated lifecycle journeys and trigger-based playbooks in the CS platform, covering onboarding milestones, feature releases, renewals, and risk.
Create self-service content (how-to guides, short videos, knowledge base articles) that answers common questions before they become tickets.
Own renewals for your portfolio, spot expansion signals, and route qualified opportunities to Sales.
Track portfolio metrics (retention, adoption, health trends, program engagement), share customer feedback with Product, and document what works as repeatable playbooks.
Your Background:
2+ years of experience in Customer Success, Account Management, or Customer Support for B2B SaaS companies.
Experience managing a high volume of accounts (ideally 80 to 100+), or a smaller portfolio of higher-value accounts, and prioritizing your time with data.
Prior experience working with US-based clients.
Hands-on experience with at least one CS platform or CRM (Gainsight, ChurnZero, Totango, HubSpot, Salesforce, or similar). Other tools can be learned on the job.
Professional English fluency and excellent written and verbal communication, comfortable leading calls and webinars in a distributed, English-speaking environment. Communication matters more than tool expertise.
Analytical mindset: comfortable working with dashboards, spreadsheets, and usage data.
Able to learn complex, configurable software quickly and explain it simply.
Self-motivated and results-oriented, comfortable working async without micromanagement.
Available to overlap with US working hours (Eastern and Central time).
Nice to Have:
Experience in a scaled, digital, or SMB Customer Success model (one-to-many programs, automated journeys, customer communities).
Experience in LIMS, life sciences, diagnostics, pharma, or other regulated industries, or prior work in a lab.
Experience creating customer education content (Loom, Pendo, Zendesk Guide, or similar).
Experience with health scoring, customer segmentation, or lifecycle marketing.
Experience using AI tools to scale outreach, content, or analysis.
Compensation: $20,000 to $30,000 USD/year + 10% variable compensation (final offer depending on experience and background)