Customer Success Manager

Customer Success Manager – Latin America Contractor About Hearth Hearth is on a mission to empower America’s small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50‑80% of home services companies fail within five years, we’re building the essential operational financial infrastructure to power the next generation of small businesses. Current Metrics $26 M Annual Recurring Revenue (ARR) 30%+ Year‑over‑Year Growth 12 000+ Contractors Served $4 B+ Annual Transaction Volume The Opportunity We are seeking a highly motivated and results‑driven CSM to join our team. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers during their initial onboarding journey and in the renewal of those accounts.Your primary focus will be on engaging with customers within their first 60 days, guiding them through the onboarding process, addressing challenges, and assisting them in achieving their goals using our platform. The ideal candidate will have a background in sales and the mindset to coach and create a business partnership with the accounts in their book of business. The CSM will work closely with customers to foster strong relationships, drive adoption, and contribute to overall customer retention, and be a consultant to our customers. What You’ll Do Reach out proactively to customers on day one to understand their needs, challenges, and objectives. Drive customer activation by guiding them through each benchmark of the onboarding journey, including the 30‑day checklist. Provide personalized support and guidance on‑the‑fly, adapting to customers’ unique circumstances and requirements. Troubleshoot issues and challenges faced by customers, collaborating with relevant teams to ensure timely resolution. Motivate customers to stay committed to the onboarding process, fostering a sense of achievement (complete the checklist and engage with the platform). Share best practices and strategies with customers to help them achieve success with our platform. Identify opportunities for customers to enhance their utilization of the platform, streamline internal processes, and secure more job wins. Proactively prevent early churn by addressing concerns, resolving issues, and nurturing relationships. Collaborate closely with sales, support, and product teams to gather insights and contribute to continuous improvement. Maintain accurate records of customer interactions and progress. Retain customers in your book of business for their next renewal date. Outreach and Engagement: Achieve a daily target of 30+ outbound dials; connect with customers via calls, emails, and other channels; track using Salesforce Sales Engagement; touch at least 65 accounts per week (15 per day). Customer Onboarding: Ensure customers hit their first 60‑day benchmarks; conduct OTF and scheduled onboarding calls and training sessions; prepare customers for training. Product Expertise: Identify and recommend appropriate platform products and features; disqualify unsuitable products. Progress Monitoring: Track customer progress through benchmarks and metrics; provide continuous support and motivation. Activation Metric Achievement: Guide customers to achieve the activation metric—deep integration and consistent usage. Problem‑Solving and Solution Delivery: Identify challenges and obstacles; provide timely solutions; collaborate internally. Relationship Building: Cultivate strong relationships by demonstrating empathy and tailoring solutions. Data Management and Reporting: Maintain accurate records in Salesforce and other systems; update key insights. Continuous Improvement: Share insights and feedback to enhance the onboarding process and platform usability. Who You Are Previous background in sales, with a proven ability to meet and exceed targets. Strong experience in customer success, customer service, or a related field, with a track record of building and maintaining relationships. Tenacious, self‑motivated, and goal‑oriented; thrives in fast‑paced environments and works independently. Excellent communication and interpersonal skills; empathizes with customers and understands their needs. Problem‑solving mindset, capable of addressing customer challenges and finding effective solutions. Passion for achieving exceptional results and driving over‑achievement of targets. Strong organizational skills and attention to detail, ensuring accurate tracking and reporting. Ability to adapt and pivot in response to customer feedback and evolving business needs. Our Core Values Truth – value honesty and data; seek reality to respond effectively. Slope – rate of change over time; hire and reward based on potential and growth mind‑set. Mutual Benefit – best outcomes when everyone wins; align to achieve shared goals. Competitive Greatness – create an environment to pull out the greatest versions of ourselves. Location This is a remote role based in Latin America. Benefits Mission‑driven, values‑based culture. Competitive pay. Unmatched opportunities to learn and develop; front‑row seat at a fast‑growing tech startup. More About Us Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, colour, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records. Seniority Level Entry level Employment Type Full‑time Job Function Other – Software Development Industries Software Development Referrals increase your chances of interviewing at Hearth by 2×. Get notified about new Customer Success Manager jobs in Mexico. #J-18808-Ljbffr