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About the RoleWe are hiring a Customer Success Manager in LATAM to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value.This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.What You’ll DoOwn retention and renewalsLead renewal timelines and renewal conversations, ensuring on-time executionMaintain accurate renewal forecasts and risk tracking across your book of businessIdentify churn risk early and coordinate mitigation plans across internal teamsDrive expansion revenueIdentify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreementsLead QBRs and account planning sessions tied to customer goals and outcomesBuild close plans and coordinate internal resources to support upsell and cross-sell motionsOwn the customer relationshipAct as the main customer point of contact and manage communication, expectations, and timelinesGuide onboarding and ongoing enablement, especially around workflows and operational changeEnsure customers adopt the product and realize measurable business outcomesCreate clear success plans tied to how ecommerce teams operate and scaleCommerce-aware support and escalation managementTriage customer issues and coordinate with Support, Product, and Engineering to drive resolutionOwn customer communication during escalations with clear status updates and expectation-settingBring structure to customer pain points by identifying root causes and preventing repeat issuesOperate your book of businessKeep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activityBuild lightweight reporting on retention, expansion pipeline, risks, and account sentimentImprove the post-sale motion by creating reusable templates, playbooks, and workflowsCommerce Expertise We’re Looking ForYou do not need to have been an operator, but you should understand:Ecommerce order-to-cash basics, including orders, payments, refunds, tax, and settlementFulfillment and logistics fundamentals, including 3PLs, warehouses, shipping SLAs, and exceptionsInventory and returns workflows, including RMAs, restocking, and exchangesChannel ecosystem knowledge across Shopify, Amazon, marketplaces, retail, and EDIWhat breaks operationally when brands scale fast or add new channelsWhat Success Looks LikeIn the first 90 days, you will:Build strong relationships quickly and become the trusted owner for key accountsEstablish renewal rigor through timelines, forecasting, risk tracking, and executionImprove customer experience through faster response, clearer ownership, and better follow-throughProactively surface growth opportunities based on customer commerce goals and pain pointsReduce reactive fire drills by creating structure around recurring issuesQualificationsMust-have3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership rolesStrong customer-facing skills including structured communication and credibility with stakeholdersCommunications playbook for onboarding, account management and renewals/upsellsComfort owning revenue outcomes including renewals, negotiation, and expansion motionsCommerce fluency and understanding of ecommerce operations and systemsStrong organization and execution skills with the ability to manage multiple accounts effectivelyStrong cross-functional collaboration skillsNice-to-haveExperience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrationsFamiliarity with platforms like Shopify, NetSuite, and AmazonExperience in B2B SaaS with operational workflows and complex implementationsExperience handling escalations and translating between customers and technical teamsTraits That Win in This RoleRevenue and retention mindset with strong ownershipCommerce-first problem solving and the ability to speak the customer’s languageCalm and clear communication under pressureStrong follow-through and accountabilityProactive instincts that surface risk early and drive resolutionAbout UsPipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and with Series A funding.
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