Customer Success Manager (Remote)

About this role

- Role:
Customer Success Manager (Remote)
- Location:
Remote (Work from Anywhere)
- Job Type:
Full-Time
- Payout:
Competitive, based on experience

Role Overview:

We are hiring for one of our clients, seeking a Customer Success Manager (LatAm) to work on a full-time basis. The role involves ensuring talent using the platform have a seamless experience from application to payment. Candidates must currently reside in Latin America to be considered.

Key Responsibilities:

• Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and distinguishing between UX friction, edge cases, and system defects.

• Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.

• Triage issues with sound judgment, escalating true engineering problems while resolving others through configuration, prompt refinement, or clear user guidance.

• Surface systemic patterns and product risks to engineering and product leadership to improve platform reliability.

• Create clear documentation and runbooks to reduce repeat issues and accelerate resolution speed.

• Communicate with precision, professionalism, and empathy in all interactions with talent.

Required Skills & Qualifications:

• Experience triaging and resolving issues in SaaS platforms with a focus on user experience.

• Proficiency in debugging modern web applications using telemetry, logs, and network analysis tools.

• Strong technical understanding of AI-driven platforms and their operational challenges.

• Ability to write precise, professional, and empathetic responses in native-level English.

• Experience collaborating with engineering teams to identify and resolve systemic issues.

• Familiarity with database queries and structured data analysis to diagnose production behavior.

• Knowledge of UX principles to differentiate between user friction and technical defects.

• Strong ...