Hey! We’re Scale Up, and our client is looking to hire a Customer Success Manager (CSM) for a SaaS Startup

Type of Employment: Contractor (Long-term)
Work Modality: 100% Remote
Work Schedule: Full-time
Time Zone: Pacific Time (West Coast) – availability until 6:00 PM PT
Location: LATAM

About Our Client
Our client is a Partner Revenue Growth Platform, built by partnership leaders for partnership leaders. The platform replaces clunky tools with an intuitive, automated system that helps partner teams enroll, enable, engage, and track revenue at scale.

They are bootstrapped, profitable, and growing 600% year over year. In under 18 months, they’ve become one of the fastest-growing platforms in the category, consistently winning deals against legacy incumbents.

The team moves fast, builds intentionally, and cares deeply about real outcomes—not vanity metrics. If you want to work on meaningful problems with smart people and help shape a category that’s still being defined, you’ll feel at home here.

The Role
We’re hiring a Customer Success Manager (CSM) to own and shape the customer experience from onboarding through long-term success.

As a CSM, you’ll play a pivotal role in ensuring customers achieve real outcomes with the platform. This is a highly visible, high-impact role with direct influence on retention, satisfaction, and expansion.

You’ll work closely with Product, Engineering, and Leadership, acting as the main point of contact for customers while helping build the foundation of the entire customer-facing function.

This is a career-defining opportunity—we expect to build the customer success organization around this role.





What You’ll Own
Customer Onboarding

Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation

Conduct product training sessions tailored to each customer’s needs

Ensure customers understand and adopt key workflows to maximize value early on

Technical Support & Issue Resolution

Provide hands‑on technical support and troubleshooting related to the platform

Act as the escalation point for complex issues, working closely with Engineering and Product

Translate technical challenges into clear, customer‑friendly explanations

Relationship Management

Build strong, trusted relationships with key stakeholders at customer organizations

Serve as the primary point of contact for customer questions, concerns, and ongoing needs

Maintain proactive, clear, and timely communication

Customer Success Planning

Develop and execute customer success plans aligned with customer goals and business objectives

Monitor product usage and engagement to identify risks and opportunities

Drive adoption and long‑term value realization

Product Advocacy & Feedback

Act as the voice of the customer internally

Share structured feedback with the Product team on feature requests, bugs, and improvements





Keep customers informed about product updates, releases, and best practices

Retention & Growth

Monitor customer health metrics and proactively manage at‑risk accounts

Drive renewals and identify upsell and cross‑sell opportunities

Partner with leadership to reduce churn and increase lifetime value

Metrics & Reporting

Track and report on key customer success metrics (CSAT, NPS, retention, expansion, CLV)

Continuously improve processes, playbooks, and workflows based on data and feedback

Requirements
Experience

5+ years of experience in Customer Success within a B2B SaaS environment

Skills

Exceptional command of English (written and spoken); able to communicate complex ideas clearly and confidently

Strong technical aptitude with the ability to understand and explain complex systems

Experience using CRM and Customer Success tools (e.g. HubSpot, Salesforce, or similar)

Excellent communication, relationship‑building, and stakeholder management skills

Strong problem‑solving and critical‑thinking abilities

Knowledge

Solid understanding of SaaS business models

Experience onboarding, training, and supporting B2B customers

Familiarity with PRM platforms or partnership‑driven products is a strong plus

Attributes

Highly organized and customer‑centric

Self‑motivated and comfortable working independently in a fast‑paced startup environment

Adaptable, proactive, and able to manage multiple priorities

“Jack or Jill of all trades” mindset—comfortable wearing multiple hats and building from zero

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📌 Customer Success Manager (CSM) - SaaS Startup (Heroica Puebla de Zaragoza)
🏢 ScaleUp
📍 Heroica Puebla de Zaragoza