Customer Success Manager (SaaS / Remote / USA / LATAM)

Ready to own it, build it, and grow it? About us: We are Publitas! We’re a remote-first, fast-growing SaaS company helping brands turn static content into digital discovery experiences that drive results. We’re not about busywork, hierarchy, or hand-holding. We hire sharp minds, trust them fully, and measure success by real results, not noise. If you thrive in autonomy, challenge, and high ownership, you’ll love it here. This role is for you if you… • You have 4+ years of experience in customer success, account management or client-facing roles in a B2B SaaS environment. • Speak and write fluently in English and Spanish – this is non-negotiable. Portuguese is a big bonus. • Are a proactive problem-solver with strong critical thinking and a customer-first mindset. • Are comfortable using tools like HubSpot, Slack, Zoom, and CRM/CS platforms. • Thrive in a fast-paced, fully remote culture and love working with international teams. • Communicate clearly, diplomatically, and with empathy. This role is NOT for you if you… • Need layers of process or someone to constantly tell you what to do • Prefer “business as usual” over change • Want a team where mediocre is okay • Have never worked remotely and think async means “lonely” • Are waiting for permission instead of taking initiative The work you’ll do… As a CSM at Publitas, you will focus on Customer Retention, Onboarding and SaaS client management. In more detail: • You will own a portfolio of customers mainly in the Americas (USA and LATAM), supporting clients in retail and e-commerce to reach their business goals through Publitas. • Understand each customer’s objectives, create tailored success plans, and act as a strategic advisor throughout their journey. • Drive retention, expansion, and renewals while identifying up- and cross-sell opportunities that align with customer needs. • Manage onboarding and product training, ensuring each client launches successfully and reaches value fast. • Proactively supporting users via email and video calls - resolving inquiries, managing customer admin, and guiding them toward solutions and value without delay. • Monitor key account health metrics and act swiftly to resolve issues or risks of churn. • Collaborate closely with Sales, Support, and Product, ensuring seamless handovers and a unified customer experience. • Contribute to our learning culture, sharing insights, customer feedback, and process improvements. Who you are… • Customer champion: You put client goals at the center and work relentlessly to help them succeed. • Proactive problem-solver: You don’t wait for instructions—you spot risks early and act fast. • Strategic advisor: You go beyond support and guide customers toward growth and expansion. • Clear communicator: You explain complex things simply and handle tough conversations with empathy. • Ownership-driven: You take responsibility for outcomes, not just tasks. What We Provide to Help You Win… • A competitive salary • 25 vacation days + your local national holidays • A top-tier MacBook and remote-ready gear • Monthly wellness budget to invest in your health • Co-Working allowance • Events, training, or courses that directly and primarily contribute to your work at Publitas • Free books on Kindle and Audible • Free Publitas Swag (merchandise) How to Apply… We don’t ask for CVs or cover letters. Why? Because they rarely tell us who you are or what you’re truly great at. Instead, we ask smart questions and give you a chance to show us what you’d bring to the role. No fluff. Just real insight into what it’s like to work together. Apply tot his job