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About the role
Key responsibilities & impact- Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, driving performance, and building a culture of ownership and customer empathy.
- Own retention and expansion outcomes across the team’s book of business, with operational cadence around forecasting, risk management, and pipeline health.
- Partner with Sales on renewals and expansion strategy, ensuring clean handoffs, strong account planning, and aligned customer narratives.
- Build scalable team processes including QBRs, success planning, health scoring, and playbooks.
- Operate as an escalation leader for at-risk accounts, navigating complex stakeholder dynamics and creating recovery plans.
- Collaborate with Support, Product, and Engineering to unblock customers and influence roadmap priorities.
- Drive continuous improvement using data, identifying leading indicators, coaching behaviors, and improving execution across the customer lifecycle.
Requirements
What you’ll need- 7+ years in Customer Success, Account Management, or post-sales roles in B2B SaaS, including 2+ years managing and scaling high-performing CS teams.
- Proven track record leading retention and expansion outcomes (renewals, churn reduction, upsell/cross-sell) in a recurring revenue model.
- Strong coaching and leadership skills, able to elevate performance through clear feedback, structured development, and high standards.
- Experience building operational rigor: forecasting, health metrics, playbooks, and execution cadences that make teams more effective.
- Excellent communication and stakeholder management, able to influence customers and internal partners, including senior leadership.
- Comfort in ambiguity and change; ability to create clarity, prioritize fast, and drive execution as the business scales.
- Strong customer intuition paired with analytical thinking; ability to diagnose problems, design solutions, and measure what’s working.
- Fluent in both English and Spanish, written and verbal.
- Based in Chile and legally authorized to work in Chile.
Benefits
Comp & perks- Competitive salary
- Fully covered health insurance - medical, dental and vision
- Generous paid time off
- Mental health support with Workplace Options
- Family planning support with Maven
- Monthly Lifestyle Stipend to spend on fitness, health and wellness, and other activities
- Monthly Teleworking Allowance to be used towards Wi-Fi, equipment, cell data, etc.
- Wellness Days - Fronteers get an additional day off on months with no holidays
- Summer Break - Our offices are closed from Christmas to New Year's Day!