A customer success manager owns the post-sale relationship - ensuring customers achieve value from your product or service, reducing churn, and growing accounts through strong partnerships.
A great Customer Success Manager does not just complete tasks. They own a function that directly frees you to grow. Here is what that looks like in a scaling business:
01Onboard new customers and set them up for success
02Conduct regular check-ins and business reviews
03Monitor customer health scores and flag at-risk accounts
04Drive expansion revenue through upsells and renewals
05Serve as the voice of the customer internally
How this hire moves your business forward: A CSM is your most direct defense against churn. Every account they retain and expand is revenue you do not have to re-acquire. At scale, this role pays for itself many times over.
Why LatAm
Why LatAm Produces Great Customer Success Managers.
LatAm CSMs bring experience managing US-based accounts, with strong communication skills and a focus on retention, onboarding, and customer engagement.
The timezone overlap with the US is strong. LatAm professionals work within 1 to 3 hours of US Eastern time, so there is no async lag, no late-night handoffs, and no communication gap.
Skills & tools
Know What a Great Customer Success Manager Actually Brings to the Table.
Beyond the resume, here are the skills, tools, and traits that separate strong performers from strong interviewers.
Hard Skills
Relationship management
Churn prevention
Upsell and renewal management
Customer health monitoring
Business review facilitation
Common Tools
Gainsight
HubSpot
Salesforce
ChurnZero
Intercom
Soft Skills & Traits
Consultative and strategic
Strong relationship builder
Proactive communicator
Business-minded
Empathetic
Compensation
What You Can Expect to Pay.
Based on Sur market data and regional benchmarks. Figures reflect total cash compensation.
Seniority
US Annual
LatAm Annual
You Save
Entry
$75,000
$25,000
$50,000 / yr
Mid level
$95,000
$40,000
$55,000 / yr
Senior
$130,000
$60,000
$70,000 / yr
Spot the right hire
What to Look For, and What to Watch Out For.
Green Flags
Has a clear framework for how they manage their book of business
Can speak to a specific churn risk they identified and prevented
Understands the difference between customer success and customer support
Commercial mindset with genuine customer empathy
Red Flags
Treats CSM as a support role rather than a revenue role
Cannot articulate what customer health means
Has never run a business review or QBR
Our process
Our Process for This Role.
We do not post and wait. Every Customer Success Manager search we run is built from scratch around your business, your stage, your team, and your goals. And at every step, we are thinking about how this hire helps you grow.
1
Onboarding Call
We start by understanding what you actually need.
2
Role Scoping and Assessment Design
We build a precise role profile and design the custom skills assessment before we search for anyone.
3
Sourcing
We source actively across LatAm and the Caribbean and through our network.
4
Prescreening and Phone Screen
Every candidate is internally screened then put through an English phone screen.
5
Your Shortlist
3 to 5 candidates delivered early in the process with background, audio clip, and our team's recommendation.
6
Skills Assessment
Shortlisted candidates take a custom assessment built to replicate the actual work of the role.
7
Hire and Guarantee
We support the offer, help structure compensation for retention, and back every placement with a 90-day guarantee.
Common Questions About Hiring a Customer Success Manager.
2-3 weeks typically. Most placements are made within 21 days of the onboarding call.
Most LatAm professionals work within 1 to 3 hours of US Eastern time.
All Sur placements speak fluent English. We screen for language ability on every search. Moderate English acceptable depending on exposure.
A LatAm CSM brings the same relationship depth and strategic account thinking as a US hire. The best candidates often have backgrounds in US-facing SaaS or consulting, with strong commercial instincts.
If your hire does not work out within the first 90 days for any reason, we replace them at no additional cost.
At minimum: NRR, churn rate, and CSAT. As you mature, add expansion MRR, health score trends, and QBR completion rate.
It depends on account complexity and your product. High-touch enterprise CSMs manage 10-20 accounts. Tech-touch or mid-market CSMs can manage 50-100+.
Ready to Hire a Customer Success Manager Who Actually Moves the Needle?
Let us design the role together and find you the right person from LatAm.