Customer Success Manager - Mid/Senior (B2B SaaS)

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Own ~80 North American SMB and mid-market accounts ($300–$3,000 MRR each) end-to-end, from onboarding through every renewal.

• Be personally accountable for your book's Net Dollar Retention.

• Lead QBRs, executive reviews, and strategic calls with US-based decision-makers from a head of support at a growing DTC brand to a founder at a B2B SaaS.

• Own Slack channels for your most important accounts and respond within SLA.

• Identify expansion opportunities and close them yourself: price-anchoring, negotiating, and closing upsells without leaning on a sales rep.

• Report on your book weekly: health, risks, actions, outcomes.

• Surface strategic product and process feedback to our Product and Leadership teams, with specifics, not vibes.

• Support the creation of outbound campaigns, emails, and enablement content that drive adoption and reactivation at scale across your book.

• 2+ years as a CSM in B2B SaaS, with a book you owned end-to-end

• A commercial mindset: you've measurably influenced retention, expansion, or churn in a previous role, and you can walk us through the numbers with specifics.

• English at C2 or native proficiency. You will spend half your week on video with US VPs, founders, and heads of support, and the bar is set by our customers, not by us.

• Availability 9 AM – 5 PM Pacific Time, Monday to Friday, based anywhere in LATAM.

• Hands-on experience with a customer-success platform (Totango, Gainsight, ChurnZero, or equivalent), building your own automations and workflows.

• A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).

• Experience running QBRs and executive conversations with stakeholders up to VP level.

• The ownership reflex. You take the uncomfortable call, bring the bad news, and close the loop without being asked.

• Remote work model with flexible hours

• Base salary + commission

• 26 days off guaranteed in a year

• Great development opportunities – company-supported courses and conferences

• Individual work tools—MacBook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs!

• Mental well-being program – individual therapy sessions and resources for employees

• Sport & wellness benefit or its financial equivalent.

• Free access to one of the most popular e-book/audiobook services

• Regular social events (company-wide offsites, team events)

• Budget for 1:1 English language classes;

One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.

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