Client Success & Expansion Manager – Remote

About the role

Valatam is looking for a results‑driven Client Success & Expansion Manager to lead its Account Management team. The role is fully remote and reports directly to the COO, focusing on protecting existing revenue and driving growth across the active client base in Latin America.

Key responsibilities

• Set retention and expansion targets, conduct weekly performance reviews, coach client calls and scale the Account Management team.
• Monitor account health, create retention plans for at‑risk clients and lead critical escalation conversations to reduce lost MRR.
• Identify additional staffing needs, maintain an expansion pipeline and coach managers through proposals and upsell closures.
• Optimize onboarding check‑ins, formal review cadences, collect testimonials and partner with Marketing for client success stories.
• Document and enforce HubSpot workflows, streamline Sales‑to‑Account handovers and ensure 100% compliance with response deadlines.

Required profile

• Fluent English and Spanish (C1‑C2 level).
• Proven B2B Customer Success or Account Management leadership experience, preferably with remote teams.
• Strong track record in churn prevention, retention strategies and B2B upselling.
• Experience in BPO, near‑shore staffing or virtual assistant services is a plus.
• Dedicated quiet home office, stable high‑speed internet and reliable backup.

Required skills

• Advanced proficiency in HubSpot CRM for account health tracking and pipeline management.

What we offer

• Base salary commensurate with experience plus performance‑based incentives.
• Paid time off, performance bonuses and a monthly medical insurance stipend after eligibility.
• Birthday and work‑anniversary bonuses, gym and wellness allowance, unlimited online fitness classes.
• Company events, Christmas celebrations and a culture built on ACTION, CARE, OUTSTANDING, DEPENDABLE and ENERGY.