Remote Account Manager
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next independent contracting opportunity.
Job Title: Remote Account Manager (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,500 – $2,000 USD/month base salary (commensurate with experience)
Schedule: Monday – Friday, 9:00 AM – 6:00 PM US Eastern Time / ET
Job Overview
The Role
Key Responsibilities
Customer Launch & Guided Onboarding (35%)
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Conducts kickoff calls, structure sessions, monthly build check-ins, and final hand-offs for newly onboarded client accounts.
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Facilitates consultative, workshop-led implementation programs alongside the Head of Customer Success for guided accounts, transitioning to independent execution following sign-off.
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Guides clients in mapping company knowledge architectures, establishing SOP frameworks, and embedding the platform across multi-tier team structures.
Account Retention, Outreach & Health Management (30%)
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Executes proactive, data-driven outreach via video meetings, outbound phone calls, and targeted email cadences based on usage health triggers.
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Identifies early signs of account disengagement or slowed implementation, stepping in swiftly to troubleshoot bottlenecks and re-engage key stakeholders.
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Builds trusted, long-term relationships with founders, CEOs, and operations heads to drive cross-departmental software adoption across entire organizations.
Account Expansion & Commercial Growth (15%)
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Identifies account expansion opportunities where additional seats or upgraded Pro plans address operational bottlenecks, conducting natural, value-led sales conversations.
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Leads expansion initiatives independently starting in month four for accounts closed by Account Executives (and supporting expansion efforts during months 1–3).
Frontline Support, CRM Administration & Voice of Customer (20%)
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Acts as the primary frontline contact for client inquiries, diagnosing product questions independently and escalating complex bugs to product teams with detailed reproduction context.
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Maintains strict database accuracy inside HubSpot and Intercom, logging tasks, promises, and communication histories in real time.
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Synthesizes customer feedback, usage barriers, and feature requests to inform internal product roadmaps and customer education resources.
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Leverages AI tools for meeting summarization, diagnostic preparation, and draft generation while maintaining strict quality control and personalization over outbound messaging.
Qualifications, Skills and Key Competencies
Required Qualifications
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B2B SaaS Account Management Experience: 4+ years of professional experience in account management, customer success, or client implementation within a software or tech-enabled service business, managing an assigned customer book.
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US Client Portfolio Mastery: Proven track record directly supporting US-based clients, business owners, and corporate executives in fluent English.
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Consultative Video & Phone Communication: High confidence leading video calls (kickoffs, product tours, health reviews) and outbound phone calls, with the ability to translate operational bottlenecks into software solutions.
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Operational Empathy & Product Aptitude: Solid understanding of how growing SMBs operate, paired with the ability to learn complex software workflows rapidly and explain technical features simply.
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CRM & Helpdesk Tech Stack: Practical experience navigating enterprise CRMs (HubSpot) and support messaging platforms (Intercom) with disciplined data entry habits.
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AI Tool Judgment: Comfort utilizing AI-prepared summaries, account diagnostics, and email drafts, with the critical judgment to verify and refine output before client delivery.
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Fluent English Communication: Native-level written and spoken English proficiency (C1/C2) with extensive prior professional experience managing US customer accounts.
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Schedule & Location Alignment: Ability to work full-time standard business hours (Monday – Friday, 9:00 AM – 6:00 PM ET) remotely from Latin America (preferably based in or near Medellín, Colombia).
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Remote Workspace Infrastructure: High-performance personal workstation, HD webcam, noise-canceling headset, and enterprise-grade high-speed internet connection in a quiet workspace.
Preferred Qualifications
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Prior experience onboarding, implementing, or running consultative software workshops for SMB clients.
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Industry experience supporting clients within field services, trades, healthcare, or professional services sectors.
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Background working within fast-paced, high-growth startup or scale-up SaaS environments.
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
