LoyaltyLion

Senior Customer Onboarding, Success Manager

LoyaltyLion

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇷 Costa Rica

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Salary

💰 $30,000 - $35,000 per year

Job Level

Senior

About the role

  • Act as the first post-sales point of contact for new customers
  • Develop a deep understanding of client objectives and translate them into success plans
  • Deliver world-class onboarding experiences through training, setup guidance, and milestone achievement
  • Ensure clients achieve ROI quickly by managing their implementation and meeting agreed launch dates
  • Partner with Sales and Account Management to ensure smooth handoffs
  • Manage a portfolio of clients, ensuring they continuously see measurable impact from our solution
  • Build and maintain long-term relationships, delivering a best-in-class customer experience
  • Run business reviews when required, advising clients on strategy, optimization opportunities, and ROI
  • Proactively identify churn risks, mitigate them, and uncover upsell opportunities
  • Collaborate with Product, Marketing, and Engineering to bring customer insights into the business
  • Drive advocacy by encouraging testimonials, case studies, and event participation
  • Serve as the first point of contact for customer queries via chat, email, and occasional calls
  • Troubleshoot and resolve client issues quickly to minimize disruption
  • Write clear and helpful documentation so customers can self-serve when possible
  • Collaborate with Support and Engineering to resolve bugs and technical issues efficiently

Requirements

  • 5+ years of experience in Customer Success or Onboarding ideally within a SaaS environment
  • 3+ years of experience working with customers in the US market, ideally with SMB and Mid-market customers
  • 3+ years experience working with a non-LATAM headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the LATAM market
  • Proven ability to manage a portfolio of accounts and deliver measurable results (e.g., retention, expansion, onboarding success).
  • Excellent written and spoken English - C1
  • Ability to manage multiple projects confidently and independently
  • Confidence in discussing ROI and business impact with customers
  • Empathy and relationship-building skills to deeply understand customer needs
  • Organisational skills and attention to detail
  • Technical curiosity — familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential
  • Analytical mindset and problem-solving ability

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessOnboardingPortfolio ManagementRetentionExpansionOnboarding SuccessAnalytical MindsetProblem-SolvingTechnical CuriosityProject Management
Soft skills
EmpathyRelationship-BuildingOrganizational SkillsAttention to DetailWritten CommunicationSpoken CommunicationConfidenceIndependenceCustomer AdvocacyCollaboration