Customer Success Manager, LATAM

About the Role

As a Customer Success Manager, LATAM at CrewAI, you will be the strategic partner for our growing portfolio of enterprise customers across Brazil and Latin America. You will own the customer relationship from onboarding through renewal and expansion — becoming a trusted advisor who helps organizations translate their AI investments into measurable business outcomes. This is a high-impact, relationship-driven role at the frontier of enterprise AI, and a pivotal hire as we plant our flag in the region.

What You’ll Do

Own the full customer lifecycle for a portfolio of LATAM enterprise accounts, from onboarding through renewal and expansion

Build and maintain deep relationships with customer stakeholders and executive sponsors, acting as a trusted strategic advisor throughout their AI journey

Define and track success metrics, health scores, and adoption milestones for each account; translate platform usage into business outcomes and ROI

Design and execute activation strategies — champion programs, office hours, usage reviews, and customized workshops — that drive meaningful platform adoption

Lead business reviews (QBRs) with customer leadership to demonstrate realized value and align on next steps

Proactively identify expansion opportunities and partner with sales on upsell and cross-sell initiatives

Orchestrate cross-functional teams (Product, Engineering, Solutions) to resolve escalations and remove blockers for customer success

Serve as the voice of the LATAM customer internally, surfacing feedback, regional nuance, and product gaps to Product and Engineering

Develop and scale enablement resources — playbooks, onboarding guides, training materials — tailored to LATAM markets

Build and nurture champion communities and power user networks within customer organizations

Requirements

4 - 7+ years of customer-facing experience in Customer Success, Account Management, or Strategic Partnerships at a SaaS or enterprise software company

Fluent in Portuguese and English; Spanish proficiency strongly preferred

Proven track record of owning customer outcomes end-to-end — activation, adoption, retention, and expansion

Experience managing a portfolio of enterprise accounts and navigating complex, multi-stakeholder environments

Demonstrated ability to connect platform usage to business outcomes and articulate ROI to both business and executive audiences

Strong facilitation skills — able to design and lead workshops, training sessions, and business reviews that move customers to action

Exceptional communication and executive presence; can present with confidence at the C-suite level and translate complex concepts for diverse audiences

Enough technical fluency to be credible with engineering stakeholders and collaborate effectively with technical teams

Preferred Qualifications

Prior experience with AI, ML, or automation platforms in a customer-facing role

Familiarity with agentic AI concepts, large language models (LLMs), or multi-agent frameworks

Experience building champion networks, power user communities, or internal advocacy programs within enterprise accounts

Deep knowledge of LATAM enterprise buying culture, regional regulatory environments, and market nuance

Background in a high-growth startup or early-stage product company; comfortable operating with ambiguity and evolving processes

Experience working cross-functionally with Product and Engineering to close customer feedback loops

Proficiency with CRM and CS tooling

Who You Are

Customer Obsessed: You treat every customer’s success as your own — you anticipate problems before they happen and take ownership of outcomes, not just activities:

Builder Mindset: You don’t wait for customers to engage — you build the programs, communities, and frameworks that make engagement inevitable:

Clear Communicator: You can walk a VP of Engineering through an architecture decision and a CMO through an ROI analysis — in Portuguese, Spanish, or Engli