Customer Success Manager for B2B SaaS (Latam, Contractor) in Candu

Remote | Semi Senior | Freelance | Customer Support

11 applications

Last checked today

ⓘ Requires applying in English

Candu helps product and growth teams ship in-product experiences without pulling engineering. We pair a flexible visual editor with a safe SDK so customers can build fast, stay on brand, and learn from results.

You will join a small, senior, remote-first team and own onboarding, adoption, renewals, and customer education for a portfolio of B2B SaaS customers. You will partner with the CEO (Jonathan) and CTO (Stuart), inherit a structured handover, and work closely with Engineering to turn issues and insights into clean JIRA tickets and docs. The goal is simple, reduce time to first value, expand champions inside each account, and keep usage growing without a sales quota.

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Key Responsibilities

Own onboarding, adoption, renewals, and customer education for a portfolio of B2B SaaS customers in LATAM.
Onboard new customers and train teams to build experiences in Candu; coach existing users as teams scale.
Troubleshoot issues, escalate defects via JIRA with clear steps, and drive resolution on customer-reported problems.
Audit current experiences, propose new use cases, and optimize implementation to maximize value.
Expand champions within accounts by engaging adjacent teams and use cases to increase usage.
Collaborate with Product and Engineering to QA fixes, provide structured feedback, and influence roadmap with customer insights.
Update help guides, screenshots, and create guides for new features; contribute in-app content (dashboards, tours, announcements).
Manage renewals and encourage auto-renewal where appropriate; provide friendly, crisp support via Intercom.

Requirements

2 to 5 years of experience in B2B SaaS customer success or a product-adjacent role.
Excellent written and spoken English. Spanish or Portuguese is a plus.
Experience with Intercom and JIRA or similar tools; comfortable using no-code tools. Light HTML or design sense is a plus.
Structured communicator with high empathy for users; able to manage multiple accounts and set expectations clearly.
Strong ownership mindset, proactive problem solving, and a data-driven approach to measure adoption and value delivery.

Desirable

Familiarity with analytics tools; prior experience in onboarding content creation; ability to craft in-app content and help articles; experience in a contract/consulting model is a plus.

Engagement & Benefits

Independent contractor retainer with monthly invoicing in USD; full-time target availability; initial three-month contract with potential extension; option for hourly billing with weekly cap. LATAM-focused role with overlap into UK/US hours; remote work from Argentina, Uruguay, or Mexico. No travel requirements specified. To apply, please provide a concise cover note and relevant examples demonstrating onboarding, adoption, and renewal capabilities.

GETONBRD Job ID: 56054

Fully remote You can work from anywhere in the world.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.

About Candu

Candu is a no-code platform for in-product experiences. Remote first, small senior team, clear outcomes, paid trials, UK and US overlap. — Candu's full profile

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