Account Manager – LATAM

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respond.io

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🛍️ eCommerce

🛒 Retail

☁️ SaaS

💰 $7M Series A on 2022-09

eCommerce • Retail • SaaS

respond. io is a comprehensive customer conversation management platform that facilitates lead capture and conversion through various messaging apps. It enables businesses to communicate with leads from multiple sources, automate chat responses, and route conversations to the right agents, optimizing the sales process. The platform also integrates with CRM systems to provide seamless updates and insights about customer interactions, enhancing marketing and customer retention strategies.

📋 Description

• Engage our self-service customer base in LATAM — uncover challenges, document workflows, and identify why customers stay or leave. • Partner with Sales Ops and the Head of Department to identify 'at-risk' behaviors (e.g. drops in seat utilization) and test proactive outreach scripts. • Produce one monthly regional video highlight or webinar covering recent feature releases, and track adoption signals. • For every self-service cancellation in your region, run a 'churn autopsy' to identify the root cause (product gap, price, competition) and feed insights back to Sales Ops. • Stabilize a portfolio of high-potential legacy accounts that currently lack a dedicated point of contact. • Map and pursue expansion opportunities (additional seats, higher tiers) across assigned key accounts. • Run monthly check-ins to ensure customers are seeing ROI from new feature updates. • Partner with Sales Ops and the Head of Department to refine CRM workflows and improve data hygiene. • Bridge customers and our Product/Support teams — translate regional pain points into actionable insights. • Every 4 weeks, propose one new initiative (e.g. a regional referral program or new onboarding sequence) to the Head of Department. • Run at least one 'Engagement Experiment' per month — defined hypothesis, clear success criteria, written outcome.

🎯 Requirements

• 3+ years in B2B SaaS Account Management, Customer Success, or a closely related customer-facing role. • Proven experience actively managing and growing a portfolio of 50–100 accounts. • A track record of identifying and fixing broken processes without being asked. • Deep understanding of the business culture and communication nuances within LATAM. • Excellent communication skills in English AND Spanish. • Professional working proficiency in Portuguese is a nice-to-have! • Strategic communicator — able to translate complex product capabilities into clear, value-led education for customers. • Comfortable working in ambiguity; energized by 'Day 0' environments without an established playbook. • Data-informed — can read customer behavior, spot patterns, and use them to back up decisions. • Collaborative — works closely with Sales Ops, Support, and Product to deliver a seamless customer experience. • Comfortable working within regional coverage hours.

🏖️ Benefits

• Competitive compensation package • Flexible working environment and working hours that support sustainable performance