CS Lead LATAM

Description Onebeat is looking for a hands-on Customer Success Team Leader to lead our LATAM CS team. This is an independent contractor engagement — you will work on an invoicing basis with no employer-employee relationship. We prefer candidates based in Colombia or Mexico, but will consider strong profiles from other countries in the region. This is not a pure management role. We are looking for someone who still loves working directly with customers — someone who leads by example, runs their own projects, and brings both strategic thinking and operational depth. If you've moved fully into people management and stepped away from customer-facing work, this is probably not the right fit. You will lead the LATAM CS team while personally owning strategic accounts and complex delivery projects. You'll report to senior leadership and play a key role in building scalable processes across the region. What You Will Do Team Leadership • Lead, mentor, and develop the LATAM Customer Success team • Set team KPIs and ensure continuous improvement in customer outcomes • Foster a collaborative, customer-centric, and results-oriented team culture • Recruit and onboard new team members as the team scales Hands-On Customer Work • Personally own and manage a portfolio of strategic accounts • Lead complex onboarding and implementation projects end-to-end • Run QBRs, executive business reviews, and strategic sessions with key stakeholders • Drive change management processes and demonstrate clear ROI to customers Cross-Functional Collaboration • Partner with Product, Sales, Support, and Engineering to deliver seamless customer experiences • Surface customer feedback to influence product roadmap and business strategy • Collaborate with Sales to identify upsell and expansion opportunities Reporting & Visibility • Monitor team performance and customer health, providing regular reports to leadership • Use data insights to identify trends and improve CS initiatives across the region Requirements Who you are: • 5+ years in Customer Success or Project Management in a SaaS environment, with at least 2 years in a team lead or senior individual contributor role • Proven ability to manage complex, multi-stakeholder implementation projects — not just account management • Deep understanding of the retail world: inventory management, supply chain, demand forecasting, or merchandising planning • Background in consulting or prior experience as an ERP /software implementer strongly preferred • Industrial Engineering degree or equivalent — comfort with data, processes, and systems • Spanish — native or mother-tongue level • English — fluent (written and spoken) • Strong analytical skills; Excel proficiency required • Excellent communication, leadership, and stakeholder management skills Nice to Have • Experience in Retail Fashion or Inventory Management platforms • Background in Fintech or SaaS (relevant if retail experience is limited) • Demonstrated ability to build and scale CS processes from the ground up Engagement Terms • Contract type: Independent contractor (freelance / invoicing basis) • No employer-employee relationship — contractor is responsible for own taxes and filings • Location: Remote, based in Colombia or Mexico (other LATAM countries considered) • Travel: Occasional travel to customer sites required