Senior Customer Success Manager (SaaS) - LATAM

Company Description

Wiser is the market intelligence platform built to help brands and retailers win at the decision point, the moment a shopper chooses to buy or walk away. Wiser’s platform combines real-time data with category-specific expertise to convert visibility into action across all online channels.  

With visibility across 10 billion products, 130+ million ecommerce pages, and 150,000 sellers, Wiser empowers teams to act quickly, confidently, and competitively, to guide the shopper journey and capture more sales. Wiser’s intelligence spans pricing, promotions, assortment, availability, compliance, and more. Trusted by 750+ customers worldwide, Wiser turns data into decisive action.

Job Description

The Senior Customer Success Manager LATAM owns Wiser's customer portfolio in Latin
America, mainly retailers and brands in Mexico. Acting as the main point of contact from
onboarding to renewal, this key role ensures clients get measurable value from Wiser's tools
(Market Intelligence, LPC and PI), protects and grows recurring revenue, and works closely
with internal teams to meet client needs.

Essential Functions

• Own the LATAM portfolio and act as the trusted advisor for each account, from day-today questions to executive relationships.
• Prepare and lead renewal negotiations, identify upsell and cross-sell opportunities, and
• work with Account Executives to close them.
• Lead onboarding and new projects: scope client needs, launch feasibility requests with
• Operations, and follow implementations through to go-live with the Engagement
• Manager.
• Protect data quality by checking catalogues, matching and data feeds before they reach
• the client, and escalate issues quickly to Support and Operations.
• Run regular business reviews (QBRs) that show clients the value and ROI of Wiser's tools.
• Monitor account health and usage, flag at-risk accounts early, and drive escalations to
• resolution
• Keep Salesforce accurate: opportunities, renewal stages, health scores and account
• notes.
• Share LATAM client and market feedback with Product, Operations and Marketing.
   

Qualifications

Required Qualifications, Education, and Experience

• 5+ years of experience in Customer Success, Account Management or consulting in a
• B2B SaaS or data business, including large or strategic accounts.
• Proven track record on renewals, retention and upsell, with ownership of revenue
• targets.
• Fluent Spanish and English, spoken and written.
• Based in Mexico, with the right to work there.
• Comfortable with data: able to read a dataset, spot inconsistencies and turn numbers
• into a business story.
• Strong client presence: able to lead executive meetings, negotiations and escalations.
• Autonomous and organized, able to work with a manager in a different time zone.
• Experience with a CRM (ideally Salesforce) and excellent mastery of Microsoft Office
• Suite, including Excel and PowerPoint.

Additional Information

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO STATEMENT - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.