About SoundMachineSOUNDMACHINE (www.sound-machine.com) is a global music and technology company delivering licensed background music solutions to businesses worldwide. With offices in Los Angeles and Madrid, and customers in more than 100 countries, SoundMachine supports thousands of locations across retail, hospitality, fitness, and commercial environments.We are now looking for a Customer Success Manager to own and coordinate all customer success functions across regions, including Europe and Latin America. This is a critical leadership role responsible for ensuring world class customer experience, scalable operations, strong retention, and the intelligent use of technology and AI to support growth.This role is ideal for someone who is highly self-driven, methodical, and deeply committed to building long term customer value in a growing international SaaS organization. You will work hands on while also leading people, processes, and systems across regions.Key ResponsibilitiesCustomer Success ManagementDefine and oversee onboarding, adoption, retention, and renewal processesEnsure proactive account management for key customers and enterprise accountsPartner closely with Sales and Product to improve customer outcomesCustomer Support OperationsOversee global customer support teams and workflowsEnsure SLA adherence, ticket quality, and efficient escalation processesContinuously improve support efficiency without compromising customer experiencePeople ManagementManage and develop customer success and support team leads across regionsSet clear objectives, KPIs, and accountability frameworksBuild a strong culture of ownership, collaboration, and continuous improvementProcess and SystemsDesign and document scalable, repeatable customer success processesEnsure consistent use of CRM, ticketing, and customer success platformsIdentify gaps and drive operational excellence across tools and workflowsAI and AutomationLead the implementation of AI driven solutions across customer success and supportIdentify opportunities for automation in onboarding, support triage, knowledge management, and reportingWork closely with internal stakeholders to ensure AI is practical, measurable, and customer focusedReporting and Performance ManagementOwn customer success KPIs including retention, churn, response times, and expansion signalsDeliver clear reporting and insights to leadershipUse data to drive prioritization and continuous improvementSkills and QualificationsExperienceMinimum 3 to 5 years in a customer success management role within a SaaS or technology driven service organizationProven experience managing customer success and or customer support teamsExperience operating in a global or multi regional environmentUniversity DegreeLanguagesNative-level English and Spanish, written and spokenTechnical and Operational SkillsStrong understanding of SaaS platforms, CRM systems, and customer support toolingComfortable working with data, processes, and performance metricsDemonstrated interest or experience in AI driven customer success or automation initiativesLeadership and Personal AttributesHighly self-driven and comfortable operating with autonomyExtremely organized, methodical, and process orientedHands on mindset combined with strategic thinkingStrong sense of ownership, accountability, and commitmentMotivated by building systems and teams rather than maintaining the status quoComfortable in a growing company environment where impact matters more than hierarchyMindset fully committed to measurable resultsHours, Location and Reporting LineWorking hours: 8 hours/day, Monday to Friday, 8:00 am to 5:00 pm Panama time (1 hour lunch break).Position is fully remote, based in Panama.Reporting line is to the CEOCompensationThis position is engaged on a freelance / independent contractor basis. Compensation is an hourly rate, based on experience. The candidate is responsible for their own tax and social security obligations in their country of residence.Why Join UsJoin a fast-growing, international music-tech company with a clear missionOwn and shape a key area of our customer management strategyWork with a driven, collaborative team across Europe and Latin AmericaEnjoy flexibility, trust, and the opportunity to grow into a senior role
