Customer Success Manager (Enterprise / EC)

AltScore is hiring a high-performing, owner-minded Customer Success Manager to help scale one of the most critical functions in the company. This role is for people who care deeply about customers, think critically, love solving hard problems, and want to own outcomes, not just manage accounts. You will work closely with the Head of Customer Success, as well as with Product, Engineering, Delivery, Sales, and Finance, and you’ll be trusted with real responsibility from day one. We’re looking for people who are ambitious, sharp, and competitive, people who come to win with their customers. ### **Responsibilities** - **End-to-End Ownership:** Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals. - **NDR Growth:** Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies. - **Customer Advocacy:** Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges. - **Strategic Insights:** Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy. - **Cross-Functional Collaboration:** Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform. - **Relationship Architecture:** Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm. - **Process Scaling:** Contribute to the "playbook" for the CS function, improving standards and processes as the company grows. ### Requirements - **3+ years of experience** in Customer Success, Account Management, or Consulting, ideally within Enterprise SaaS or Fintech. - **Technical Fluency:** Ability to understand API-based products and lending infrastructure; experience with HubSpot is a strong plus. - **Bilingual Proficiency:** Fluent Spanish and English; executive-level communication is required for navigating the LatAm market. - **Owner Mentality:** You take full responsibility for your numbers, move fast, and solve problems without waiting for instructions. - **Data-Driven Mindset:** You know your metrics (Churn, NDR, Adoption) and use them to drive every decision. - **Problem-Solving Grit:** You excel at going from "signal" to "insight" to "action" in high-pressure, fast-paced environments. - **Willingness to Travel:** Open to occasional travel across Latin America to meet with key clients in person. ### Benefits - **Base Salary:** $3,500 - $6,000 USD per month, depending on experience. - **Employee Stock Ownership Plan (ESOP):** All employees are eligible from day one. - **Unlimited PTO:** We encourage taking at least 3-4 weeks off per year to maintain a healthy work-life balance. - **Performance Bonus:** Based on achievement of agreed KPIs. - **Remote work:** Fully remote company. Employees must work in the Americas timezone.