About Us

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Our mission is to help retailers succeed in the age of Amazon by delivering customer experiences where shoppers feel valued, not just another number. Today, we support over 10,000 merchants globally.

It’s been an incredible few years for LoyaltyLion. We’ve closed $22m in funding; built out our Leadership team; achieved spots in both the Deloitte Fast 50 and the FT1000 and at the start of this year we were named no.1 in loyalty management worldwide by G2 and voted the 8th best software company in the UK .

About the Role

We are looking for a Customer Onboarding & Success Manager to be the first members of our LATAM team. This hybrid role combines Onboarding, Customer Success, and Customer Support responsibilities.

You will independently manage onboarding projects, ensure customers realize value quickly, and maintain ongoing relationships that drive retention and growth. You’ll also provide light-touch support, troubleshooting, and guidance to ensure a seamless customer experience across the lifecycle.

This is a role for someone who thrives on building trust, solving problems, and juggling multiple priorities in a fast-paced SaaS environment.

Key Responsibilities: Onboarding

Act as the first post-sales point of contact for new customers
Develop a deep understanding of client objectives and translate them into success plans
Deliver world-class onboarding experiences through training, setup guidance, and milestone achievement
Ensure clients achieve ROI quickly by managing their implementation and meeting agreed launch dates
Partner with Sales and Account Management to ensure smooth handoffs

Key Responsibilites: Customer Success

Manage a portfolio of clients, ensuring they continuously see measurable impact from our solution
Build and maintain long-term relationships, delivering a best-in-class customer experience
Run business reviews when required, advising clients on strategy, optimization opportunities, and ROI
Proactively identify churn risks, mitigate them, and uncover upsell opportunities
Collaborate with Product, Marketing, and Engineering to bring customer insights into the business
Drive advocacy by encouraging testimonials, case studies, and event participation

Key Responsibilities: Customer Support

Serve as the first point of contact for customer queries via chat, email, and occasional calls
Troubleshoot and resolve client issues quickly to minimize disruption
Write clear and helpful documentation so customers can self-serve when possible
Collaborate with Support and Engineering to resolve bugs and technical issues efficiently

Requirements

5+ years of experience in Customer Success or Onboarding ideally within a SaaS environment
3+ years of experience working with customers in the US market, ideally with SMB and Mid-market customers
3+ years experience working with a non-LATAM headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the LATAM market
Proven ability to manage a portfolio of accounts and deliver measurable results (e.g., retention, expansion, onboarding success).
Excellent written and spoken English - C1
Ability to manage multiple projects confidently and independently
Confidence in discussing ROI and business impact with customers
Empathy and relationship-building skills to deeply understand customer needs
Organisational skills and attention to detail
Technical curiosity — familiarity with ecommerce platforms (Shopify preferred), ESPs (Klaviyo), or basic web technologies (HTML, CSS, APIs) is a plus, but willingness to learn is essential
Analytical mindset and problem-solving ability

Location: Costa Rica (remote).

Reports to: VP Customer Success

Supports: Primarily U.S.-based customers.

Travel: Occasional international travel may be required for company meetings, client engagements, and industry events. The ability to obtain a valid travel visa to the United Kingdom is necessary to attend onsite events with the UK-based team.

Hybrid Responsibilities: Onboarding, Customer Success, Support.

LoyaltyLion

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