Head of Customer Success - LatAm

Welcome to Infraspeak. Our mission is simple: to transform facilities management with a collaborative platform that unifies every part of FM operations into one cohesive system — enabling every stakeholder to Work as One . We go beyond traditional tools, eliminating fragmented systems in complex operations. Our platform ensures end-to-end collaboration across FM teams, processes and assets — with no silos, blind spots or overload. Born in Porto , Portugal, we’re now a global company serving customers in 45+ countries and backed by top investors. But we’re just getting started . We believe in ownership, collaboration, and meritocracy. We believe that only great teams build great products — and that includes our customers. We believe happiness is in the journey, not just the destination. Above all, we are guided by our purpose: to Be a Source of a Good Life — for our customers, our team, and the broader community. Role Overview We are looking for a commercially minded and operationally strong Head of Customer Success to lead our LATAM Customer Success organization. This role is responsible for driving customer retention, expansion, adoption, and long-term value realization across the region while ensuring strong adherence to global Customer Success playbooks, methodologies, and operating standards. As part of the Revenue organization, this leader will work cross-functionally with Sales, Implementation, Product, and Support teams to ensure customers achieve measurable business outcomes and maximize the value of the Infraspeak platform. The ideal candidate combines strategic leadership, customer-centric thinking, and strong commercial acumen with the ability to operationalize scalable Customer Success practices. What will you do? Key Responsibilities Regional Customer Success Leadership Lead and develop the LATAM Customer Success organization to ensure consistent execution of global Customer Success methodologies, playbooks, and operational standards Drive a high-performance culture focused on accountability, customer outcomes, and revenue impact Partner closely with the Global Director of Customer Success on regional strategy and execution priorities Retention & Expansion Ownership Own regional retention, renewal, and expansion performance Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets Identify and execute upsell and cross-sell opportunities in partnership with Sales Develop proactive account strategies to mitigate churn risk and increase customer engagement Customer Value & Adoption Drive customer adoption, usage maturity, and long-term value realization Build scalable frameworks for value delivery and business impact quantification Support executive business reviews and strategic customer engagement initiatives with a proactive and regular contact to customers, remotely and onsite Cross-Functional Collaboration Partner with Sales to ensure seamless customer transitions from acquisition through expansion Collaborate with Implementation teams to improve onboarding and time-to-value Act as the voice of the customer internally with Product, Marketing, and Support teams Align customer success initiatives with broader revenue and growth objectives Operational Excellence Establish KPIs, forecasting processes, and customer health frameworks Improve CS operational rigor, reporting, and scalability Analyze customer data and trends to drive continuous improvement initiatives Ensure disciplined pipeline visibility for renewals and expansion opportunities   Who are we looking for? Solid experience in in Customer Success, Account Management, SaaS, or Revenue leadership roles Experience in managing Customer Success or post-sales teams Strong track record owning retention, renewals, and expansion targets Experience operating within a revenue-driven organization Demonstrated ability to balance customer advocacy with commercial outcomes Strong understanding of SaaS implementation, adoption, and value realization frameworks Excellent stakeholder management and leadership skills Fluent in English and Portuguese Nice to have: - Engineering Background - Spanish is a plus - Knowledge of HubSpot and Planhat What do we offer? Flexible working hours and remote-friendly culture. Competitive salary and perks. Modern Workspace with everything you need, located in central Florianópolis. A startup environment, where you will see the company (and yourself) grow beyond a dozen people to a worldwide reference in the field (some people call it ambition, we call it focus). A balanced work environment where you will have autonomy, responsibility, ownership, and freedom to make mistakes and to learn from them. Regular events to promote knowledge sharing and team engagement. At Infraspeak, everyone is equal, unique, and valued. We believe diversity makes us stronger — shaping our culture, our business, and the world around us for the better — and we're committed to ethical talent acquisition, grounded in respect, fairness, and equal opportunity. Our code of conduct is clear: discrimination has no place here — whether based on age, disability, gender, race, religion or belief, civil or parental status, political views, or any other basis protected by law. "To be a source of a good life" isn't just a statement — it's our mission, and everyone is welcome to join us on that journey.