Customer Success Manager (LATAM Market)

About the role

We are looking for a Senior Customer Success Manager who will help our clients maximize the value of YouScan and achieve their business goals through AI-powered social listening.
This role combines strategic customer success, consulting, client growth, and revenue ownership. You will work with enterprise and mid-market clients, build long-term partnerships, drive retention and expansion revenue, and act as a trusted advisor for marketing teams at global brands.

About YouScan

YouScan is an AI-powered social listening platform that helps brands analyze online conversations, understand their audiences, and make smarter marketing decisions.
Our clients include global brands and agencies such as Nestlé, Coca-Cola, McDonald’s, and many others. We combine AI, image recognition, and consumer intelligence to help companies “hear” their consumers across digital channels.

Key Responsibilities

• Develop a deep understanding of the product, its features, and capabilities to provide clients with expert guidance and tailored recommendations.
• Ensure high customer retention and customer engagement levels.
• Conduct onboarding sessions, trainings, strategic consultations and Business Reviews.
• Help clients achieve measurable business outcomes using YouScan.
• Identify upsell, cross-sell, and expansion opportunities.
• Manage renewals and proactively minimize churn risks.
• Analyze usage metrics, customer health, and engagement.
• Act as the voice of the customer internally.
• Collaborate closely with Product, Sales, Marketing, and Support teams.
• Handle complex negotiations and customer escalations.
• Help clients integrate social listening insights into their marketing and business processes.
• Participate in creating customer education content: webinars, FAQs, case studies, knowledge base materials, and trainings.

Functional Responsibilities

• Coordinate clients project proactivly.
• Develop a deep understanding of YouScan’s complex product to effectively advise Enterprise clients on its capabilities and best practices.
• Deeply understand clients’ business goals and use cases.
• Build success plans and adoption strategies.
• Manage contracts, renewals, payments, and tenders/RFP.
• Analyze user behavior and customer feedback.
• Prepare business reviews, presentations, and performance reports.
• Contribute to product improvement prioritization based on customer feedback.
• Coordinate internal teams to achieve customer outcomes.

Required Skills & Experience

Must-have:

• 3+ years of customer-facing experience. Sales background will be plus.
• Languages: fluent English and Spanish, Portuguese will be very huge plus.
• Experience working in SaaS B2B companies.
• Experience working with the Enterprise clients.
• Experience driving retention, renewals, and expansion revenue.
• Proven measurable retention and growth results.
• Strong presentation and communication skills.
• Experience handling complex negotiations and escalations.
• High level of self-organization and ownership mindset.
• Proactive, problem-solving approach to work.
• Experience conducting onboarding sessions, trainings, and workshops.
• Understanding of marketing, social media, online reputation management, and consumer insights.
• Knowledge of AI / MarTech / Social Listening is a strong advantage.
• Location - LATAM countries or Spain.

What is especially important for this role

Business-oriented mindset

We are looking for someone who:

• understands SaaS metrics such as ARR, MRR, NRR, and GRR;
• can influence revenue growth;
• speaks the language of business outcomes;
• builds strategic customer relationships.

Proactive communication

A Senior CSM at YouScan is not a reactive support role.
We value people who:

• initiate communication proactively;
• identify and prevent risks early;
• proactively drive product adoption;
• manage accounts strategically.

Executive presence

We expect:

• confidence in leading calls with senior stakeholders;

KPI & Expected Results

Core KPIs:

• Gross Revenue Retention (GRR)
• Product adoption

Target Metrics:

• Customer Retention Rate >100%
• Customer Satisfaction Rate >98%

What we offer

• Competitive salary + bonuses for expansion and upsells.
• Opportunity to work with global brands and enterprise clients.
• Access to modern AI and MarTech solutions.
• Strong customer-centric culture and team.
• Learning, knowledge sharing, and professional development opportunities.
• Structured onboarding and internal knowledge base.
• Automation of routine processes and a modern tech stack.
• Hybrid work format (Kyiv) or fully remote.
• Working hours: 3 PM – 12 AM Kyiv time.
• Unlimited Leave Policy.
• 4-day work week during summer.
• Work in an ethical product company with a strong culture and growth mindset.
• Company and team support during wartime conditions.

Who this role is perfect for

This role is ideal for someone who:

• enjoys building long-term relationships with clients;
• is passionate about helping customers succeed;
• can combine empathy with business thinking;
• wants to influence company growth through customer success;
• thrives in a fast-paced SaaS environment.