CSM Lead

Position: CSM Lead (LATAM)

Location: Buenos Aires Argentina (strongly preferred) Mexico City Mexico or other LATAM locations considered for exceptional candidates

Type: Direct contractor hire (no EOR or staffing model)

Working Hours: EST or CST hours

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About Us

We are a fast-growing AI SaaS company. We operate an AI-powered communication platform that automates real business workflows across voice SMS chat and APIs. As our customer base rapidly expands we are building a team to ensure our customers remain successful at scale.

The Opportunity

This is a ground-floor leadership role and a career-defining opportunity for someone ready to step up. You will build and lead our LATAM post-sales team from the ground up starting with 2 CSMs and 2 Deployment Engineers. This is a player-coach role where you will manage the team while personally owning a portfolio of our most strategically important accounts.

This is not a traditional Customer Success Lead role but rather a technical leadership role with a customer success function. The balance between managing the team and handling accounts will shift from close to 50/50 during your first 6 months to 70% managing and 30% accounts as processes are established. As the company scales the successful candidate will have a clear path to grow into the Head of Customer Success and eventually VP.

Are You:

• Technically Credible: You are capable of understanding what engineers are building evaluating their work and escalating appropriately when issues arise.

• Customer-Facing at a High Level: You have personally owned complex strategically important customer relationships and can comfortably lead executive-level conversations.

• Driven by an Operator Mentality: You proactively identify where things are breaking before they become fires and have a proven track record of building or enforcing processes.

• Able to Ramp Fast: You have a history of walking into new environments becoming effective quickly and building trust fast without needing hand-holding.
  
  

Key Responsibilities:

• Manage 2-4 CSMs directly taking ownership of their hiring coaching performance and development.

• Manage and provide technical oversight for Deployment Engineers which requires a genuine technical understanding rather than just project management.

• Personally own a portfolio of our most strategically important accounts.
  Set and enforce customer success processes playbooks and team standards.

• Act as the primary escalation point for complex or high-stakes customer situations.

• Maintain close alignment with the CEO regarding team performance and customer health.
  
  

Requirements:

• An engineering or technical implementation background such as previous experience as a Solutions Engineer Deployment Engineer or Technical Implementation Consultant.

• A STEM degree is strongly preferred.

• Direct management experience including hiring coaching giving feedback and handling underperformance.
  Practical hands-on understanding of how APIs and webhooks work along with the ability to review an integration design to verify its correctness.

• Clear and strong English communication skills as daily Zoom calls with customers and US leadership are non-negotiable.

What We Offer:

• WeWork office access available in our Buenos Aires and Mexico City locations.

• A direct line to the CEO giving you real influence over how the customer success function is built.

• A clear growth path transitioning from CSM Lead to Head of Customer Success and ultimately to VP as the company continues to scale.