Senior Customer Onboarding & Success Manager

About the Role

We are looking for a Customer Onboarding & Success Manager to be the first members of our LATAM team. This hybrid role combines Onboarding, Customer Success, and Customer Support responsibilities.

You will independently manage onboarding projects, ensure customers realize value quickly, and maintain ongoing relationships that drive retention and growth. You’ll also provide light-touch support, troubleshooting, and guidance to ensure a seamless customer experience across the lifecycle.

This is a role for someone who thrives on building trust, solving problems, and juggling multiple priorities in a fast-paced SaaS environment.

• Act as the first post-sales point of contact for new customers

  Develop a deep understanding of client objectives and translate them into success plans

  Deliver world-class onboarding experiences through training, setup guidance, and milestone achievement

  Ensure clients achieve ROI quickly by managing their implementation and meeting agreed launch dates

  Partner with Sales and Account Management to ensure smooth handoffs
  

• Manage a portfolio of clients, ensuring they continuously see measurable impact from our solution

  Build and maintain long-term relationships, delivering a best-in-class customer experience

  Run business reviews when required, advising clients on strategy, optimization opportunities, and ROI

  Proactively identify churn risks, mitigate them, and uncover upsell opportunities

  Collaborate with Product, Marketing, and Engineering to bring customer insights into the business

  Drive advocacy by encouraging testimonials, case studies, and event participation
  

• Serve as the first point of contact for customer queries via chat, email, and occasional calls

  Troubleshoot and resolve client issues quickly to minimize disruption

  Write clear and helpful documentation so customers can self-serve when possible

  Collaborate with Support and Engineering to resolve bugs and technical issues efficiently

5+ years of experience in Customer Success or Onboarding ideally within a SaaS environment

3+ years of experience working with customers in the US market, ideally with SMB and Mid-market customers

3+ years experience working with a non-LATAM headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the LATAM market

Proven ability to manage a portfolio of accounts and deliver measurable results (e.g., retention, expansion, onboarding success).

Excellent written and spoken English - C1

Ability to manage multiple projects confidently and independently

Confidence in discussing ROI and business impact with customers

Empathy and relationship-building skills to deeply understand customer needs

Organisational skills and attention to detail

Technical curiosity — familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential

Analytical mindset and problem-solving ability

DevSavant is an inclusive company that values equity and fosters a supportive work environment. We prioritize employee well-being and carefully review every application with fairness and attention. Join a team where your talent is recognized and everyone has a seat at the table.