Technical Customer Success Manager (LATAM)

We are seeking a Technical Customer Success Manager to support an AI-driven software company helping customers improve operational workflows through automation. This is a full-time, fully remote role owning the post-sale journey from implementation and go-live through adoption, support, retention and expansion. It requires strong technical fluency and comfort working with customer systems, integrations and support workflows, plus daily use of Claude and other AI tools.

Customer Success & Account Ownership

• Serve as the primary relationship owner for assigned accounts and maintain a structured communication cadence.

• Monitor adoption, usage, engagement, satisfaction and account health, identifying churn risks early.

• Support renewal and expansion discussions and communicate risks and next steps to leadership.

Technical Support & Solutions

• Triage issues across workflows, integrations, data accuracy, configuration, access and product behavior.

• Investigate and resolve technical or process issues before escalating, and escalate clearly to engineering with context.

• Translate customer feedback into product requirements and use Claude and AI tools to speed troubleshooting and documentation.

Implementation & Go-Live

• Own implementation projects including plans, milestones, kickoff calls and platform configuration.

• Manage integrations, data flows, documentation and go-live readiness across customer IT, product and engineering.

• Build repeatable implementation playbooks and onboarding templates.

Required skills

• 3-6 years in a customer-facing technical role (Technical CSM, TAM, Solutions Engineer, Implementation Consultant or similar).

• Strong customer success experience: onboarding, adoption, retention, renewals, health management and churn prevention.

• Technical fluency with integrations, APIs, data flows and platform configuration.

• Proficiency using Claude or similar AI tools for productivity, documentation and workflow automation.

• Experience building processes and systems in a fast-growing SaaS startup (roughly $1M-$10M ARR).

• Strong written and spoken English and excellent communication with technical and business stakeholders.

Nice to have: experience in logistics, supply chain, dock scheduling, yard management, TMS, WMS or warehouse operations; familiarity with AI-driven software and automation tools; and light technical work such as SQL, Python, JavaScript, webhooks, EDI or API troubleshooting.