Customer Success Manager, LATAM

About the role

CrewAI is hiring a Customer Success Manager for its LATAM portfolio in São Paulo. You will be the strategic partner for a growing set of enterprise customers across Brazil and Latin America, owning the relationship from onboarding through renewal and expansion, and helping organizations turn their AI investments into measurable results.

Key responsibilities

• Own the full customer lifecycle for LATAM enterprise accounts, from onboarding through renewal and expansion
• Build deep relationships with customer stakeholders and executive sponsors, acting as a trusted advisor
• Define and track success metrics, health scores and adoption milestones, translating platform usage into business outcomes and ROI
• Design and run activation programs, office hours, usage reviews and custom workshops
• Lead quarterly business reviews (QBRs) with customer leadership
• Identify expansion opportunities and partner with sales on upsell and cross-sell
• Coordinate Product, Engineering and Solutions teams to resolve escalations
• Convey customer feedback and product gaps to Product and Engineering
• Build enablement resources such as playbooks, onboarding guides and training materials
• Nurture champion communities and power user networks

Required profile

• 4-7+ years of customer-facing experience in Customer Success, Account Management or Strategic Partnerships at a SaaS or enterprise software company
• Fluent Portuguese and English; Spanish strongly preferred
• Proven track record of driving activation, adoption, retention and expansion
• Experience managing a portfolio of enterprise accounts and complex, multi-stakeholder environments
• Strong facilitation skills, able to lead workshops, trainings and business reviews
• Executive presence, able to present to the C-suite
• Preferred: prior experience with AI, ML or automation platforms, familiarity with agentic AI and LLMs, and knowledge of LATAM buying culture

Required skills

• CRM and CS tooling
• Ability to connect platform usage to business outcomes and articulate ROI

What we offer

• Competitive salary and equity in a fast-growing AI infrastructure company
• Flexible working arrangements and a remote-friendly culture
• Budget for learning, conferences and professional development
• Access to LLM credits, tooling and infrastructure