Customer Success Manager - LatAm

U.S.-based EV infrastructure company seeking a Customer Success Manager to support Enterprise Post-Sales Onboarding Location: Remote Time-Zone: U.S. Central Time (CST) Terms: Full-time, Independent contractor Compensation: $1,000/mo, negotiable based on experience ABOUT THE ROLE: A fast-growing U.S.-based EV charging infrastructure company is seeking a highly organized Customer Success Manager to support post-sales operations, customer onboarding, and long-term account success. The company installs EV charging systems in apartment communities across the United States, working closely with property developers, contractors, electricians, and property management teams. After a deal is signed, the Post-Sales team takes ownership of the customer journey; from hardware shipment and installation through onboarding, activation, billing setup, and ongoing support. With hundreds of properties in various onboarding stages, the team manages detailed operational processes such as energy bill collection, reimbursement setup, dashboard access, and ongoing customer follow-ups. These essential steps ensure customers move efficiently toward activation and long-term success. In this role, you will serve as the operational execution partner to the Senior Customer Success Manager, managing onboarding workflows, coordinating documentation, tracking support tickets, communicating with customers, and helping ensure a smooth transition from signed contract to successful activation. ABOUT YOU: You are a highly organized operator who thrives in fast-moving environments with lots of moving pieces You are naturally curious and take the time to understand how systems, tools, and processes work - not just what to do, but why it’s done that way. You are strong at follow-up and know how to keep customers and internal teams moving without things getting stuck You are proactive, detail-oriented, and move quickly when something needs attention You enjoy solving operational bottlenecks and creating structure where processes are still being built You are comfortable balancing customer-facing communication with internal execution work You are someone who can own repetitive operational work today while growing into deeper account management ownership over time RESPONSIBILITIES: Customer onboarding & implementation management Manage onboarding execution for new customers after contract execution. Own onboarding checklists and ensure all required customer information is collected. Identify the correct onboarding contact (property manager, asset manager, etc.) and ensure dashboard access is completed. Coordinate shipment timelines, onboarding readiness, and activation progress across properties. Prevent onboarding delays through consistent follow-up and strong customer communication. Ensure successful charger activation upon installation, verifying systems are live and ready for use. Energy bill review & pricing coordination Collect recent utility bills from property managers for onboarding setup. Review energy bill details including flat-rate plans and time-of-use plans. Coordinate pricing entry into the Orange dashboard for customer approval. Support markup recommendations based on local charging market rates. Ensure pricing accuracy to protect revenue-share economics and customer satisfaction. Help reduce backlog across properties that still require bill collection and setup. Banking setup & billing operations Identify the correct accounting contact and ensure secure account setup is completed. Follow up on incomplete banking setup across active properties. Support recurring billing workflows, reimbursements, and property statements. Help improve billing accuracy and reduce operational friction across accounts. Customer support & ticket management Help manage support tickets from EV drivers and property teams across charger issues, onboarding inquiries, fulfillment changes, and platform-related questions. Ensure customer issues are resolved quickly and escalated appropriately. Support customer success operations across onboarding and ongoing post-install support. Maintain strong response times and service expectations across customer accounts. Assist with common recurring support requests while learning broader customer success workflows. Account management & operational improvement Flag potential opportunities for expansion to the Customer Success team. Support account growth by identifying potential needs for additional chargers and coordinating handoff to the Sales team. Suggest improvements to systems, templates, and workflows to enhance onboarding efficiency and visibility. Identify operational bottlenecks and suggest improvements that help the business scale. Contribute to the development of onboarding and post-sales processes as the business scales. 4+ years of experience in CX, Account Management, Customer Success, Operations, or Post-Sales Implementation roles (ideally for U.S. Clients) Strong experience managing customers after a complex sale with onboarding-heavy workflows that require strong follow-up and operational ownership. Familiarity building workflows, templates, and operational tracking systems to improve execution and accountability. Excellent written and verbal English communication skills (C2 required) Highly organized with exceptional attention to detail. Familiarity with tools such as HubSpot, Google Sheets, Bill.com, Slack, and internal dashboards. Ability to work independently and thrive in fast-paced startup environments with evolving priorities. Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred) PREFERRED REQUIREMENTS: Experience in EV infrastructure, utilities, property management, construction coordination, or implementation-heavy operational environments. Experience supporting recurring billing models or B2B account operations. Experience working in U.S.-based startups or high-growth technology companies. Experience balancing both customer-facing account management and internal operational execution Work From Home Training & Development