Customer Success Manager

Fully remote | Complete engagement job Founded in Palo Alto by Dr. Andrew Ng and Israel Niezen, Factored helps U.S. companies build and scale world-class AI, ML, and Data teams, powered by the top 1% of LATAM talent, with a defining purpose: To empower brilliant humans, unleash their potential, and amplify their impact in the world. At Factored, you’ll be part of a community that values learning, ownership, and authenticity, where your growth is personal and your ideas matter. We’re transparent, curious, and collaborative. We strive for excellence, celebrate diversity, encourage curiosity, and build an environment where you can truly thrive. We are looking for a strategic, client-focused Customer Success Manager to support a portfolio of enterprise accounts at Factored. In this role, you will be responsible for driving customer satisfaction and retention, while supporting expansion across high-value accounts. You will act as a trusted advisor to our clients, ensuring they maximize the value of our AI and data engineering services while mitigating churn risks and identifying growth opportunities. This role requires strong executive presence, commercial acumen, and the ability to manage complex stakeholder environments. If you thrive in a fast-paced, high-impact environment and enjoy building long-term strategic partnerships, we’d love to meet you. Functional Responsibilities: Manage the customer success of a portfolio of strategic, enterprise, and mid-market accounts, driving long-term client satisfaction and retention. Act as the internal owner of account health , ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards. Support Account Directors or Account Executives internally on delivery tasks to drive net new revenue or revenue expansion from existing accounts. Monitor customer health metrics and qualitative feedback to proactively identify churn risks and expansion opportunities. Maintain visibility into delivery health across accounts , including engineer ramp-up, performance feedback, and engagement signals, ensuring teams are aligned with client expectations. Partner with engineering leads and CTLs to identify early delivery risks and coordinate mitigation plans before they impact account health. Serve as the customer success point of contact for key stakeholders and engineering managers, collaborating closely with the Account Director or Account Executive to establish strong client connections. Support Account Director or Account Executive on Quarterly Business Reviews (QBRs), providing data-driven insights, case studies, and strategic recommendations in collaboration with our engineers working with the client. Align client objectives with Factored’s delivery capabilities to ensure measurable business impact. Identify upsell and cross-sell opportunities in partnership with Account Directors and Account Executives. Support Account Director or Account Executive in fulfilling new won deals and executing renewals. Navigate complex stakeholder environments and manage escalations effectively. Collaborate cross-functionally (GTM Team, Delivery, Recruiting, Legal, Finance) while maintaining accurate CRM data and reliable forecasting. Maintain accurate CRM data, account documentation, and reliable forecasting to support strategic decision-making. Qualifications: 5+ years of experience in Customer Success, Account Management, or Client Partnerships within tech, staffing, or professional services, with engineer staff augmentation preferred. Experience managing strategic, enterprise, and mid-market accounts (ideally $1M+ in annual revenue). Strong understanding of staff augmentation, AI, data, and/or software development environments. Experience working closely with engineering teams or technical stakeholders to support delivery outcomes. Proven track record of driving retention and expansion within existing accounts. Ability to manage complex stakeholder relationships and executive-level conversations. Data-driven mindset with experience using CRM tools (HubSpot, Salesforce, etc.). Excellent communication skills in English +C1 (written and verbal). Strategic thinker with hands-on execution capability. High ownership mentality with proactive problem-solving and strong cross-functional collaboration skills. #Li-Remote Our Benefits: Ownership through equity participation. Annual company retreat. Education bonus for continuous learning. Company-wide winter break. Paid time off. Optional in-person events and meetups. Tailored career roadmaps. High-performance culture. At Factored , we believe that passionate, smart people expect honesty and transparency, as well as the freedom to do the best work of their lives while learning and growing as much as possible. Great people enjoy working with other passionate, smart people, so we believe in hiring right, and are very selective about who joins our team. Once we hire you, we will invest in you and support your career and professional growth in many meaningful ways. We hire people who are supremely intelligent and talented, but we recognize that intelligence is not enough. Perhaps more importantly, we look for those who are also passionate about our mission and are honest, diligent, collaborative, kind to others, and fun to be around. Life is too short to work with people who don’t inspire you. We are a transparent workplace, where EVERYBODY has a voice in building OUR company, and where learning and growth are available to everyone based on their merits, not just on stamps on their resume. As impressive as some of the stamps on our resumes are, we recognize that human talent and passion exist everywhere, and come from many backgrounds, so stamps matter much less than results. All of us are dedicated doers and are highly energetic, focusing vehemently on execution because we know that the best learning happens by doing. We recognize that we are creating OUR COMPANY TOGETHER, which is not only a high-performing fast-growing business but is changing the way the world perceives the quality of technical talent in Latin America. We are fueled by the great positive impact we are making in the places where we do business and are committed to accelerating careers and investing in hundreds (and hopefully thousands) of highly talented data science engineers and data analysts. In short, our business is about people, so we hire the best people and invest as much as possible in making them fall in love with their work, their learning, and their mission. When not nerding out on data science, we love to make music together, play sports, play games, dance salsa, cook delicious food, brew the best coffee, throw the best parties, and generally have a great time with each other.