Location: LATAM

About Proppel

We connect LATAM talent with remote work opportunities in the most exciting companies worldwide.

If you're looking for the opportunity to develop your skills and work with some of the best and most exciting companies around the world, Proppel can help.

Our headquarters are in London, UK, and we're looking for top-tier talent in LATAM to support our clients.

What We’re Looking For

Our client, a fast-growing SaaS company serving Shopify brands, is seeking a Customer Success Manager to join their global team. Their platform helps direct-to-consumer (DTC) eCommerce brands boost revenue through advanced on-site popups. In this role, you’ll be the primary point of contact for leading eCommerce businesses, ensuring they get maximum value from the tool, achieve their retention goals, and ultimately grow their business. This is a high-impact role where you’ll combine customer support, account management, and success strategy—without any sales or upsell responsibilities.

Responsibilities

• Build and maintain strong relationships with Shopify brand clients across SMB, mid-market, and enterprise levels.
• Drive adoption and ensure long-term customer retention by guiding clients on best practices and success strategies.
• Act as the go-to contact for support requests, resolving usage questions and escalating technical issues to internal teams.
• Manage a portfolio of 50–100 enterprise accounts or 300–500 smaller accounts, depending on assignment.
• Track customer health, proactively address risks, and contribute to improving Net Revenue Retention (NRR).

Requirements

• 1–2 years in a client-facing success or support role, ideally within SaaS, eCommerce SaaS, or an eCommerce brand.
• Ability and willingness to work 55–60 hours per week.
• Strong organizational skills with the ability to manage a large client portfolio.
• Excellent written and spoken English for client communication (primarily via Slack and email).
• Comfortable with tools like Intercom (preferred) and Shopify (big plus).
• Proven ability to work in a fast-paced, detail-oriented environment.

Nice to Have

• Experience supporting enterprise Shopify brands.
• Familiarity with eCommerce performance metrics.
• Background in retention-focused roles.

Benefits

• USD Salary
• Birthday Off
• 100% Remote Work
• Unlimited Paid Time Off
• Flexible start time (between 6–10 AM ET).

Disclaimers

You are applying to work with an international company. Make sure your CV is in English, otherwise your application can't be considered.