Customer Success Manager

We’re looking for a strategic Customer Success Manager to join our growing LATAM team and help our clients succeed with a technically advanced product in a high-stakes industry.

This is a high-impact, individual contributor role focused on strategic account management in a highly technical and evolving space, with possibilities for evolution with more strategic responsibilities. As a CSM for LATAM at Cleafy, you will work directly with some of the region’s top financial institutions to drive product adoption, shape fraud prevention strategies, and ensure long-term client satisfaction.

We are looking for someone who thrives on complexity, is comfortable engaging with technical environments, and understands how to turn insights into customer value. This role requires both strategic thinking and hands-on initiative—you will be at the forefront of client relationships, acting as the key point of contact for strategic guidance and technical understanding.

Success in this role means taking full ownership of your portfolio: from onboarding and value realization to supporting renewals and expansions in close partnership with Sales. You will also play a key part in strengthening our internal processes and ensuring the LATAM customer experience is both scalable and best-in-class.

If you’re motivated by impact, eager to dive into technical topics, and excited about shaping the future of digital fraud prevention in LATAM, we’d love to meet you.

Your Key Responsibilities

• Customer Lifecycle Management
• Own end-to-end customer onboarding, driving adoption, maturity, value realization, and retention with proactive engagement.
• Actively identify and mitigate churn risks through close monitoring of customer health.
• Partner with Sales to co-lead renewal and expansion planning.
• Strategic Customer Partnership
• Ensure exceptional customer experiences and drive client success at every stage of their journey.
• Act as clients’ trusted advisor by offering guidance based on best practices and a deep understanding of their needs and objectives.
• Continuously monitor the status of customers within your account portfolio and identify areas for improvement.
• Communicate product value and roadmap impact to C-level stakeholders.
• Product Proficiency & Fraud Expertise
• Develop deep expertise in Cleafy’s fraud prevention technology and threat intelligence.
• Proactively test product features and simulate use cases to provide informed, first-hand guidance to clients.
• Guide clients in defining and evolving fraud risk management strategies.
• Educate customers on evolving fraud patterns and Cleafy’s new detection capabilities.
• Customer Advocacy & Feedback Loops
• Act as the Voice of the Customer (NPS, CSAT, qualitative feedback).
• Translate customer insights into structured feedback for Product, Sales, and Engineering.
• Collaborate cross-functionally (Sales, PS, Product, Engineering) to drive aligned execution.
• Contribute to internal best practices and standardization efforts.

Must-Have:

• 4+ years in Customer Success, Presales, Technical Account Management, or Solution Architecture, or 5+ years in consulting with enterprise clients or financial institutions.
• Experience with enterprise customers, ideally in antifraud, cybersecurity, SaaS, or financial/banking services, managing executive stakeholders and driving cross-functional alignment.
• Understanding of technical architectures including SDKs, APIs, mobile and web application security, and cloud-based infrastructure.
• Bachelor’s or Master’s Degree in Engineering, Computer Science, or equivalent technical experience.
• Fluency in Spanish and English.
• Strong organizational, project management, and problem-solving abilities.
• Located in Colombia or Mexico, with occasional travel to client sites (full-time contract, flexible working hours).

Nice-to-Have:

• Certifications in Customer Success, Project Management, or Cybersecurity.
• Additional language skills (Italian, Portuguese, French, or German).
• Basic familiarity with Android and iOS platforms and ecosystems.
• Team leadership experience.

Ideal Profile

• Proactive and hands-on mindset with a willingness to explore and test solutions independently, driven by curiosity, ownership and adaptability.
• Skilled in communication, storytelling, and conflict resolution.
• Proven team player with a collaborative mindset and ability to foster trust internally and externally, with a genuine focus on achieving collective goals.

• Remote job
• Salary package based on skills and experience
• International environment with significant challenges to be met every day
• Personalized support to accelerate your professional growth
• Latest technologies and being encouraged to bring your flair to the role

Working at Cleafy means being part of a group of people who support, respect, and inspire one another, no matter what.

That's why we have been certified by Great Place to Work® (find our page on bit.ly/BestWorkplace-Cleafy).

Join us in redefining customer success, one inspiring story at a time. 

Your adventure begins here. 

Are you ready to embrace the challenge?

Cleafy is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any kind. Our company is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cleafy are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, age, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.