Customer Success Manager - Mid/Senior (B2B SaaS)

Location: LATAM, remotely.

Salary base (annual): $40.000 - $48.000 on B2B + commission

Contracttype: B2B

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful.
Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!

A few facts about us:

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Our ML team was among the first in the world to launch an AI agent - (Lyro) for customer service! 🌍

• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.

• Currently, we hire over 150 fantastic people.

Would you like to see what working with us looks like? Check out our #GrowWithTidio video 🎥👇

Join us on our growth journey! Our Customer Success team is expanding 🚀

As a Customer Success Manager at Tidio, you’ll step into a dynamic and impactful role within our close-knit, international team of five. Imagine yourself as the trusted partner for our North American B2B customers, empowering them to unlock the full potential of Tidio and transform their businesses. In this role, you won’t just be managing accounts—you’ll be cultivating long-term relationships, becoming an expert in our product, and guiding clients toward success in a way that truly makes a difference.

If you’re passionate about driving adoption, proactive in finding solutions, and thrive in a collaborative, fast-paced SaaS environment, this is your opportunity to shine. At Tidio, we value innovation, empathy, and celebrating every win—big or small. Join us, and together, let’s create success stories that leave a lasting impact.

As the Customer Success Manager, you will:

• Own ~80 North American SMB and mid-market accounts ($300–$3,000 MRR each) end-to-end, from onboarding through every renewal.

• Be personally accountable for your book's Net Dollar Retention.

• Lead QBRs, executive reviews, and strategic calls with US-based decision-makers from a head of support at a growing DTC brand to a founder at a B2B SaaS.

• Own Slack channels for your most important accounts and respond within SLA.

• Identify expansion opportunities and close them yourself: price-anchoring, negotiating, and closing upsells without leaning on a sales rep.

• Report on your book weekly: health, risks, actions, outcomes.

• Surface strategic product and process feedback to our Product and Leadership teams, with specifics, not vibes.

• Support the creation of outbound campaigns, emails, and enablement content that drive adoption and reactivation at scale across your book.

Requirements

You are the perfect fit if you have:

• 2+ years as a CSM in B2B SaaS, with a book you owned end-to-end

• A commercial mindset: you've measurably influenced retention, expansion, or churn in a previous role, and you can walk us through the numbers with specifics.

• English at C2 or native proficiency. You will spend half your week on video with US VPs, founders, and heads of support, and the bar is set by our customers, not by us.

• Availability 9 AM – 5 PM Pacific Time, Monday to Friday, based anywhere in LATAM.

• Hands-on experience with a customer-success platform (Totango, Gainsight, ChurnZero, or equivalent), building your own automations and workflows.

• A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).

• Experience running QBRs and executive conversations with stakeholders up to VP level.

• The ownership reflex. You take the uncomfortable call, bring the bad news, and close the loop without being asked.

One thing worth naming. The CSMs who thrive at Tidio share a common instinct - high agency. They enjoy figuring things out on their own, go deep on our product rather than pass technical questions to engineering, and feel comfortable respectfully pushing back when a customer’s ask isn’t quite right. They think in outcomes rather than feature lists, and they make the team’s life easier rather than heavier. That instinct matters to us more than polished relationship language, and if it sounds like the way you already work, we’d love to hear from you.

We would like to offer you:

• Remote work model with flexible hours

• Base salary + commission

• 26 days off guaranteed in a year

• Great development opportunities – company-supported courses and conferences

• Individual work tools—MacBook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs!

• Mental well-being program – individual therapy sessions and resources for employees

• Sport & wellness benefit or its financial equivalent.

• Free access to one of the most popular e-book/audiobook services

• Regular social events (company-wide offsites, team events)

• Budget for 1:1 English language classes;

Diversity Statement

One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.

We now rate at 4.4/5

83% recommend us to a friend👇

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