Customer Success Manager

About the role

As a Customer Success Manager on Strategic Accounts, you own the delivery work that turns configured capability into adopted capability for our flagship account: UAT, rollout, and training. You are the regional lead for Western Hemisphere enablement, delivering in Spanish and English. You also own our global recurring feedback collection and usage reporting — and you're expected to make it better: standardizing, templating and automating these cycles so they take less time each quarter than the last.

What you'll do

• Run UAT for assigned projects: build test scripts and test data, coordinate participants and test accounts, capture feedback, and provide go/no-go inputs.
• Support non-technical configuration and configuration validation alongside the Customer Success Manager.
• Plan and execute rollout (CTC) activities end to end — plan, materials, session delivery, follow-up items routed to owners, and handoff to standard support.
• Own Western Hemisphere training: build and deliver sessions for Customer's regional teams and their business partners, natively in Spanish and English, including hands-on exercises and post-session satisfaction measurement.
• Onboarding of sites and business partners, user setup, office hours, and live product demos.
• Drive adoption and value realization after go-live: hypercare, adoption follow-up, and release/QBR communications tailored to the customer environment.
• Own the SUS survey cycle end to end — launch, reporting, and driving the action plan to completion in Asana — and build it into a repeatable, documented process that can run on cadence with minimal lift.
• Own quarterly usage reporting across QRM, RSC, PM and LT, and move it from manual pull to a standardized, largely automated report.
• Own dummy data creation for demos, training and UAT, and reduce the per-request effort through reusable templates, bulk methods and self-serve documentation.
• Identify the recurring manual work across the account team and propose and implement improvements — templates, automation, AI-assisted drafting — so capacity shifts toward customer-facing delivery.
• Maintain documentation and knowledge-center content so the account team isn't dependent on any one person.

Qualifications

• 3+ years in customer success, implementation, enablement or program delivery at a SaaS company; retail or supply chain background a plus.
• Fully bilingual Spanish and English — able to author and deliver training materials directly in both, not translate after the fact.
• Demonstrated ability to run training, UAT and rollout sessions independently with enterprise customers and their supplier ecosystem.
• Evidence of improving a process they inherited — a report, survey cycle or manual workflow they standardized, templated or automated, with a before/after they can describe.
• Working product knowledge across quality, responsible sourcing, production and lab testing modules, or the ability to get there quickly.
• Strong data and reporting skills: usage analytics (e.g. Mixpanel), advanced spreadsheet work, and comfort with bulk/CSV data methods.
• Fluent use of AI tools to draft, summarize, translate and build materials faster, with judgment about where automation is and isn't appropriate.
• Comfortable with work tracking (Asana/Jira) and training content tools (e.g. Guidde).
• Bachelor's degree in a related field.

We offer a hybrid working model, combining the flexibility of remote work with regular collaboration at our Ho Chi Minh City office. It's the best of both worlds - focused work, meaningful discussion, and a strong engineering culture.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️Flexible Working Environment: Whether from home, our global hubs or a coffee shop, work where you're most comfortable.

• 💪 Project Ownership: You get to lead  the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.
• 🌎Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.

• 🎉 Celebrate together: Enjoy remote and hub company and team  events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.
  
  

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.