Customer Success Lead (CSM Lead)

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

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.