We’re hiring a Customer Success Manager (CSM) to own the success and satisfaction of our customers from onboarding to long-term retention. As our CSM, you’ll play a key role in helping operations-minded leaders—from COOs to Operations Managers—get the most value from SweetProcess. This is not a reactive support role — you’ll be proactively engaging customers, ensuring adoption, identifying upsell opportunities, and reducing churn.

Responsibilities

Onboarding & Implementation

Guide new customers through onboarding with structured calls, training sessions, and setup assistance.
Customize onboarding to fit various roles (e.g., operations managers, compliance managers, training leaders, etc.).
Ensure accounts are properly configured and teams are trained.

Relationship Management

Serve as the go-to person for a book of business across small and mid-sized companies.
Conduct regular check-ins to review adoption, gather feedback, and ensure alignment with customer goals.
Identify advocates and champions within the account.

Retention & Expansion

Drive product adoption across departments by proactively recommending features.
Spot expansion and upsell opportunities and work with sales when needed.
Reduce churn through early identification of risk and resolution.

Enablement & Education

Create resources (videos, templates, articles) to help users succeed.
Work with the content and product teams to translate customer insights into improvements.

Reporting & Feedback

Track customer health metrics and maintain accurate records in our CRM.
Share customer insights with product and engineering teams to help inform roadmap decisions.

You’ll Thrive in This Role If You:

Have 3+ years of experience in a Customer Success or Account Management role in a SaaS environment.
Understand operations, SOPs, or workflow systems (prior exposure to tools like SweetProcess, Process Street, Trainual, etc., is a big plus).
Are proactive, organized, and great at following up without dropping the ball.
Have excellent English communication skills—written and verbal.
Are a problem-solver and self-starter who thrives in a remote team environment.
Have experience working remotely with US-based teams/clients.

Bonus Points for:

Experience onboarding clients in the SMB or mid-market space.
Familiarity with the operational pain points of COOs, Ops Managers, and Compliance Teams.
Bilingual (Spanish or Portuguese) is a plus, but not required.

What You’ll Get

A fully remote role with flexible working hours
Competitive salary in USD
The chance to shape how growing companies scale their operations
A small, mission-driven team that cares about results and people
Opportunity for growth as we scale

How to Apply

DM me on Linkedin or email me at owen@sweetprocess.com with a short intro and a link to your LinkedIn profile or resume.

Customer Success Manager

Anywhere in the world, LATAM

Remote

Mid-level

SweetProcess