Customer Success Manager (LATAM)

Do you thrive on orchestrating exceptional client experiences in digital marketing? Tier 11 seeks a Customer Success Manager to serve as the vital bridge between our purpose-driven clients and specialized delivery teams—ensuring D2C brands achieve their vision through our Conversion Engine™ methodology. You'll independently manage 8-12 client relationships, orchestrating seamless communication and maintaining our <5% churn target.
 

Key Details

• This is a full-time, fully remote position working from Latin America (LATAM), requiring work in a US-friendly time zone. (EST preferred)
• Tier 11 is a full-service Digital Marketing Agency – tiereleven.com.
• You will initially be hired as an independent contractor.
  • If you have the necessary legal documentation to work in Colombia and intend to transition to employee status in the future,
  • Contractors residing in other LATAM countries will remain contractors.
• Department: Customer Success
• Reports to: VP of Customer Success
• Team: Customer Success Pod Structure

Benefits at Tier 11

Join a remote-first culture where your growth matters as much as our clients' success:

• Opportunities to advance your career in digital marketing leadership
• Flexible remote work environment with collaborative Pod teams
• Access to cutting-edge marketing technology including our proprietary Data Suite™
• Be part of pioneering the next evolution of digital marketing
• Competitive compensation package reflecting your value to our organization.

Learn more about our culture:

• Tier 11 Vision
• Tier 11 Manifesto
• Glassdoor Reviews

Why Work for Tier 11

We're on a mission to help purpose-driven businesses achieve their vision through our revolutionary Conversion Engine™ methodology. By breaking down silos and unifying data, creative, traffic, and analytics, we deliver results that traditional agencies can't match. Join us in building the future of digital marketing while managing premium D2C ecommerce brands.

Why This Role Exists at Tier 11

As a Customer Success Manager, you'll independently manage 8-12 client relationships, serving as the vital bridge between our clients and specialized delivery teams. You'll ensure exceptional experiences throughout the Conversion Engine journey while our Growth Strategists drive marketing strategy. Your expertise in relationship management and project orchestration directly impacts our <5% churn rate and our ability to scale purpose-driven businesses.

What You'll Do

• Own client relationships independently, maintaining 90%+ satisfaction scores across your portfolio
• Orchestrate complex projects across multi-channel campaigns using Agile methodologies
• Lead strategic alignment through weekly syncs with Growth Strategists and Pod teams
• Manage expectations diplomatically, negotiating scope while protecting project margins
• Drive continuous improvement by transforming client feedback into actionable team initiatives

Who You Are

• Experienced relationship manager who builds trust and influences without authority
• Skilled project orchestrator comfortable managing multiple complex accounts simultaneously
• Strategic communicator who understands digital marketing ecosystems and business metrics
• Proactive problem-solver who identifies risks early and proposes solutions

Required Behaviors to Excel

• Corral client priorities by diplomatically organizing scattered requests and guiding clients through Tier 11's proven process rather than simply executing every impulse
• Champion proactive communication by immediately surfacing concerns to stakeholders and proposing solutions before satisfaction deteriorates
• Orchestrate without owning strategy by facilitating the Growth Strategist's direction while maintaining clear boundaries between relationship management and strategic ownership
• Transform feedback into action by translating every client concern into specific, actionable items for the right team members and following through on implementation

Required Skills

• Proven project management expertise using Agile/Scrum methodologies
• (preferred) understanding of D2C ecommerce and omni-channel marketing
• Ability to communicate Marketing Performance Indicators (MER, nCAC, LTV) effectively
• Excellence in multi-stakeholder relationship management and negotiation
• Experience with project management tools and CRM systems

Required Experience

• 3-5 years managing client relationships in agency or B2B environments
• Demonstrated success in maintaining high client satisfaction scores
• Experience coordinating cross-functional teams and complex projects
• Track record of managing multiple accounts simultaneously

Take Your Career to the Next Level

If you're ready to join a team that's pioneering the future of digital marketing and helping purpose-driven businesses achieve their vision, we want to hear from you!

📋 Important: Before applying, please ensure you've reviewed the Customer Success Manager Job Map to fully understand the role's responsibilities and expectations, growth trajectory, and success metrics that will help you understand if this opportunity aligns with your career goals.