Client Success & Expansion Manager

About Valatam

At Valatam, we connect top bilingual talent from Latin America with leading global companies. Our people are the heart of our business, and we are proud to be certified as a Great Place to Work® (2025–2026)—proof that an exceptional employee experience leads to outstanding client results.

About the Role

We are seeking a results-driven Client Success & Expansion Manager to lead our Account Management team, protect existing client revenue, and drive account growth across our active client base. Reporting directly to the Chief Operating Officer, this is a 100% remote, full-time position for experienced client success and account management leaders in Latin America.

In this role, you will lead a team of Account Managers dedicated to maintaining low churn rates (lost MRR), resolving high-level client escalations, and identifying account expansion opportunities through additional full-time placements. If you excel at retention strategies, process governance, and coaching team members to close upsells through consultative client management, this opportunity offers high operational impact and career growth.

Key Responsibilities

• Team Leadership & Accountability: Set retention and expansion targets, conduct weekly performance reviews, provide client-call coaching, and hire, onboard, and scale Account Managers.
• Retention & Churn Mitigation: Monitor account health across all active accounts, establish clear retention plans for at-risk clients, and lead critical escalation conversations to reduce lost MRR.
• Account Expansion & Upselling: Drive account growth by identifying additional staffing needs, maintain an account expansion pipeline, and coach Account Managers through proposals and closing extra placements.
• Client Engagement & Feedback Routines: Optimize onboarding check-ins, establish formal review cadences, oversee testimonial/case study collection, and partner with Marketing to showcase client success stories.
• Process & CRM Discipline: Document and enforce account management workflows in HubSpot, streamline Sales-to-Account Management handovers, and ensure 100% team compliance with response and resolution deadlines.
• KPIs, Forecasting & Reporting: Track scorecards covering lost MRR, retention, upsells, and client health; submit weekly forecasts and monthly revenue loss analyses to executive leadership.

Requirements

• Fluent English & Spanish (C1-C2 level required).
• Proven track record in B2B Customer Success or Account Management leadership, preferably managing remote teams.
• Strong expertise in account retention, churn prevention strategies, and closing B2B upsells/account expansions.
• Advanced proficiency in HubSpot CRM, account health tracking, and pipeline management.
• Experience in BPO, nearshore staffing, or virtual assistant services preferred.
• Dedicated quiet home office, stable high-speed internet (≥ 10 Mbps down / 2 Mbps up), and reliable backup.
• Bachelor’s or Associate’s degree preferred.

Benefits

Our Core Values at Work

We live by ACTION (get things done), CARE (help others and do things right), OUTSTANDING (operate at the highest standards), DEPENDABLE (own every commitment), and ENERGY (bring positivity every day). You’ll thrive here if these values resonate with you.

What We Offer

• Base salary commensurate with experience + attractive performance-based incentive structure.
• Paid time off and performance bonuses.
• Monthly medical insurance stipend after meeting eligibility criteria.
• Birthday and work-anniversary bonuses.
• Gym and wellness allowance.
• Unlimited online fitness classes.
• Company events and Christmas celebrations.

More information about the payment structure will be discussed further in the process.

IMPORTANT

We would like to inform you that during the first four months of employment, it is critical that candidates are available to work from the countries listed above and without any travel commitments. This is to ensure a smooth onboarding process and to allow new hires to fully focus on their roles and responsibilities.

If you have a trip already planned within the next four months, we kindly request that you apply for our positions after returning from your trip. We appreciate your understanding and look forward to considering your application once you are available to commit to the role.