Portfolio Jobs

Role: Manager of CS

Location: LatAm

Investors:

Goldman Sachs Asset Management

FinTech Collective

Cometa

Company Overview

Created in 2019, Simetrik is a robust B2B platform powered by no code and generative AI. It empowers financial and operational teams by allowing them to automate all reconciliations from start to finish, and anticipate and manage risks all on a single, intuitive, and robust interface inspired by spreadsheets.

Simetrik has established itself as a market leader in Latin America, handling two-thirds of the region’s transactions. Its clientele includes prominent institutions such as PayU, Mercado Libre, Rappi, PagSeguro, Falabella, Oxxo, Itaú, and Nubank, and partnerships with leading firms like Deloitte. Expanding its international reach, Simetrik has also successfully penetrated key Asian markets, serving clients in India and Singapore. The company's global footprint spans over 35 countries, monitoring over 200 million records daily.

Executive Team

Alejandro Casas Caro

Co-Founder & CEO

Santiago Gómez

Co-Founder & COO

Felipe Pardo

CFO

Sebastián Bezzo

VP of Revenue | Latam

About the role

The Manager of Customer Success is a critical leadership role responsible for strengthening, scaling, and transforming Simetrik’s Customer Success function across its most strategic markets.

The focus is not only on customer outcomes, but on building a high performing team, implementing clear frameworks, and ensuring Customer Success becomes a key driver of retention, expansion, and long-term revenue growth.

This is a hands-on leadership role for someone with deep Customer Success experience, strong people management skills, and the judgment to make difficult decisions when needed.

What does success look like in this role?

Success means having a strong, trusted, and execution ready Customer Success team that consistently drives customer value, protects revenue, and unlocks expansion opportunities.

In the first months, success is reflected in:

• A thoughtful review of the current team and targeted steps to further support and enhance its capabilities.
  
  
• Improved consistency in how accounts are managed, reviewed, and grown.
  
  
• Clear ownership of account health, value realization, and upsell planning.
  
  
• Leadership presence with customers or other important meetings.
  
  

In the medium term, success is measured by:

• A stable, high-performing CS team with clear roles, expectations, and standards.
  
  
• A visible pipeline of expansion opportunities across the installed base.
  
  
• Meaningful contribution to revenue growth through upsells and renewals.
  
  
• Strong internal credibility across Revenue, Product, and Leadership teams.
  
  

What is the impact and scope of this position?

This role directly impacts Simetrik’s core revenue base in LATAM.

The Manager of Customer Success:

• Leads a team of 4–5 Customer Success Managers, with expected growth.
  
  
• Oversees strategic accounts across Latam Hispanic.
  
  
• Plays a key role in defending and expanding the installed revenue base.
  
  
• Has high visibility with senior leadership and exposure to founders.
  
  
• Influences how Customer Success frameworks, processes, and standards are defined and executed across the region.
  
  

This role sits at the intersection of customer value, people leadership, and revenue outcomes.

What outcomes are expected in the first 3 to 6 months?

Within the first 3 to 6 months, this person is expected to:

• Assess the current Customer Success organization and evolve its structure to support growth and scalability.
  
  
• Drive performance through clear goals, coaching, and continuous feedback.
  
  
• Implement or refine Customer Success frameworks, processes, and rituals.
  
  
• Establish clear standards for account health, value realization, and EBRs.
  
  
• Ensure priority accounts have clear expansion roadmaps for 2026.
  
  

Show early signals of improved account health and upsell readiness.


In this role you will

• Lead and develop a distributed Customer Success team across LATAM.
  
  
• Act as a strategic partner to the Head of Customer Success.
  
  
• Own the quality, consistency, and effectiveness of customer management.
  
  
• Balance customer advocacy with strong commercial judgment.
  
  
• Represent Customer Success in executive and cross-functional discussions.
  
  
• Travel periodically to be close to customers and teams (approximately once per month).
  
  

What are the key responsibilities of this role?

• Build, assess, and continuously strengthen the Customer Success team.
  
  
• Make timely people decisions when performance expectations are not met.
  
  
• Define and enforce Customer Success frameworks, processes, and best practices.
  
  
• Drive account health, value realization, and customer satisfaction.
  
  
• Lead and participate in Executive Business Reviews with key customers.
  
  
• Identify, plan, and support upsell and expansion opportunities.
  
  
• Ensure Customer Success remains focused on growth, not only support.
  
  
• Partner with Sales, Product, Implementation, and Leadership teams.
  
  
• Maintain composure and clarity in high-pressure customer situations.
  
  
  

Must Have

• Proven experience in Customer Success roles within B2B SaaS or enterprise software.
  
  
• Demonstrated experience managing and leading Customer Success teams.
  
  
• Strong understanding of account growth, renewals, and upsell strategies.
  
  
• Ability to evaluate performance objectively and make tough decisions.
  
  
• High execution mindset with low tolerance for prolonged underperformance.
  
  
• Strong customer-facing presence, including executive-level conversations.
  
  
• Comfort operating in ambiguity and fast-changing environments.
  
  
• Fluent in Spanish and English.
  
  

Nice to Have

• Experience in fintech, payments, data, or enterprise platforms.
  
  
• Exposure to both startups and more mature tech organizations.
  
  
• Experience working with geographically distributed teams.
  
  
• Portuguese proficiency.
  
  
• Experience scaling Customer Success teams over time.

Qualifications

• Bachelor’s degree or equivalent professional experience.
  
  
• Background in Customer Success, Account Management, or related roles.
  
  
• Experience working with enterprise or mid-market B2B customers.
  
  
• Location preference: Colombia (preferred) or Mexico.
  
  
• Willingness to travel within LATAM as needed.
  
  

Benefits

• Well-funded and proven startup with large ambitions and competitive salaries.
• Entrepreneurial culture where pushing limits, creating and collaborating is everyday business.
• Open communication with management and company leadership.
• Small, dynamic teams = massive impact.
• 500USD a year for you to invest in learning.