LATAM Customer Success Manager - Renewals

About the role

We are hiring a Customer Success Manager in LATAM to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value. This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.

Responsibilities

• Own retention and renewals
• Lead renewal timelines and renewal conversations, ensuring on-time execution
• Maintain accurate renewal forecasts and risk tracking across your book of business
• Identify churn risk early and coordinate mitigation plans across internal teams
• Drive expansion revenue
• Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
• Lead QBRs and account planning sessions tied to customer goals and outcomes
• Build close plans and coordinate internal resources to support upsell and cross-sell motions
• Own the customer relationship
• Act as the main customer point of contact and manage communication, expectations, and timelines
• Guide onboarding and ongoing enablement, especially around workflows and operational change
• Ensure customers adopt the product and realize measurable business outcomes
• Create clear success plans tied to how ecommerce teams operate and scale
• Commerce-aware support and escalation management
• Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution
• Own customer communication during escalations with clear status updates and expectation-setting
• Bring structure to customer pain points by identifying root causes and preventing repeat issues
• Operate your book of business
• Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity
• Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment
• Improve the post-sale motion by creating reusable templates, playbooks, and workflows
• Commerce Expertise We're Looking For
• You do not need to have been an operator, but you should understand:
• Ecommerce order-to-cash basics, including orders, payments, refunds, tax, and settlement
• Fulfillment and logistics fundamentals, including 3PLs, warehouses, shipping SLAs, and exceptions
• Inventory and returns workflows, including RMAs, restocking, and exchanges
• Channel ecosystem knowledge across Shopify, Amazon, marketplaces, retail, and EDI
• What breaks operationally when brands scale fast or add new channels
• What Success Looks Like
• In the first 90 days, you will:
• Build strong relationships quickly and become the trusted owner for key accounts
• Establish renewal rigor through timelines, forecasting, risk tracking, and execution
• Improve customer experience through faster response, clearer ownership, and better follow-through
• Proactively surface growth opportunities based on customer commerce goals and pain points
• Reduce reactive fire drills by creating structure around recurring issues

Requirements

• 3 to 8 years experien

Benefits

Additional Information

Our Commitment to Our Team At Pipe17, our values aren't just words on a wall. They're how we operate every day. We are a high-performance team built around ownership , urgency , curiosity , and a strong bias for action . We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission. We operate with urgency , but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work. Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don't default to "how it's always been done." We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar. We also embrace AI as a force multiplier . We believe great operators don't compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact. Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button. If these values resonate with how you like to work, you'll fit right in.

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