Customer Success Lead – LATAM (Independent Contractor)

About the role

Onebeat is seeking a hands‑on Customer Success Lead for its LATAM market. The role is an independent‑contractor position, reporting to senior leadership, and combines team leadership with direct customer engagement on strategic accounts and complex implementation projects.

Key responsibilities

• Lead, mentor and develop the LATAM Customer Success team.
• Set team KPIs and drive continuous improvement in customer outcomes.
• Recruit and onboard new team members as the team scales.
• Own a portfolio of strategic accounts and manage end‑to‑end onboarding and implementation projects.
• Conduct QBRs, executive business reviews and strategic sessions with key stakeholders.
• Drive change‑management processes and demonstrate clear ROI to customers.
• Partner with Product, Sales, Support and Engineering to deliver seamless experiences.
• Surface customer feedback to influence product roadmap and business strategy.
• Collaborate with Sales to identify upsell and expansion opportunities.
• Monitor team performance and customer health, providing regular reports to leadership.

Required profile

• 5+ years in Customer Success or Project Management within a SaaS environment.
• At least 2 years in a team‑lead or senior individual‑contributor role.
• Proven ability to manage complex, multi‑stakeholder implementation projects.
• Deep understanding of the retail sector (inventory management, supply chain, demand forecasting, merchandising planning).
• Consulting background or prior ERP/software implementation experience preferred.
• Industrial Engineering degree or equivalent, comfortable with data, processes and systems.
• Native‑level Spanish and fluent English (written and spoken).
• Strong analytical mindset.

Required skills

• Advanced Excel proficiency