Client Success Manager

Customer Success Manager

Be the one person a client actually hears from, at a US firm that protects the reputations of high-profile people.

Remote · Latin America · $3,000-$3,700 USD/month · Full-time · Independent Contractor · Monday to Friday · 9 AM-5 PM ET

Why this role exists

Our client is a US company that helps high-profile individuals and organizations manage their digital reputation, and it has grown faster than its client-facing operation. Once a deal closes, the delivery team takes over and does not speak with clients directly, so clients sit in silence between signing and delivery. They need one person who owns that relationship from close to handoff.

What you'll own

• A portfolio of clients from the moment the deal closes: every update, every question, every touchpoint
• Proactive outreach at each key moment: intake confirmed, progress update, next steps, final handoff
• The bridge to the delivery team: timelines, delays, completions, translated into plain updates clients can act on
• The hard conversations: a delayed project, an anxious client, a pricing question, handled calmly before they escalate
• The judgment call on what you handle yourself and what goes to leadership
• Opportunities for additional services, spotted in sales notes and delivery updates, and flagged or pursued
• Your own inbox standard: replies within one to two business days once you are ramped, usually faster

Why this is interesting

• A schedule you can plan your life around: Monday to Friday, 9 AM to 5 PM ET. No nights, no weekends, no rotating shifts
• A defined portfolio and simple tools: Gmail, Google Sheets and Slack. Clear expectations about what good looks like
• Paid monthly in USD by a US company with a predictable service model and a team that has been growing steadily

What we're looking for

• Excellent written English. Clients should never wonder who they are dealing with
• Experience with US or enterprise clients, or a clear instinct for that kind of white-glove communication
• Organization that holds up across many relationships at once, with nothing slipping
• The ability to deliver bad news as well as good, with tact
• A read on tone. You sense when a client is getting frustrated, and you know when to escalate
• Based in Latin America, available for Eastern Time business hours
• Comfortable working out of Gmail, Google Sheets (used as the CRM) and Slack

Bonus

• Account management, customer success or client services for a US company
• Fully remote, asynchronous team experience
• Consultative or soft upselling: spotting the opening and looping in the right person, not hard selling

What success looks like

First 90 days

• You have taken ownership of your client portfolio and built a reliable rhythm of communication with the delivery team
• Clients feel like they have a real point of contact instead of silence between signing and delivery
• You are comfortable navigating Gmail, Google Sheets and Slack as your core tools

Ongoing

• Clients trust you. Escalations are rare, and handled smoothly when they happen
• You are consistently spotting and flagging real opportunities for additional services instead of letting them pass by
• Your inbox is managed, your clients are informed, and nothing falls through the cracks

Why Puente

Puente connects experienced Latin American professionals with growing US companies. We do not operate as a generic job board: we selectively match candidates with active roles and guide them through the hiring process.

3% acceptance rate · 2,873+ professionals placed · 97% retention beyond 12 months · 18 countries · 100% remote

Hiring process

• Apply, including a short skills assessment
• Puente screening: a WhatsApp intro, then a recruiter interview
• Client interview with the hiring manager
• Background check and offer

Apply now

The application includes a short written assessment, around 20 minutes. Written communication is the job here, so this is how we evaluate it. Submit your resume in PDF and complete the assessment in one sitting.