Customer Success Manager - Documentation [LATAM]

Full-Time | Remote | Required Overlap: 9 AM–3 PM PST (6 hours)

About the Role

We’re hiring aCustomer Success Manager – Documentation to work closely with customers and ensure they get maximum value from EkLine. You’ll be the bridge between our AI-generated suggestions and high-quality, user-ready content—leveraging your technical writing skills, editorial judgment, and customer-first mindset to drive adoption and success.

This is afull-time,customer-facing role where you’ll have a direct impact on both product quality and customer outcomes. You’ll work hand-in-hand with the founders (ex-Atlassian & LaunchDarkly) on a tight feedback loop that shapes both the product and our customer-focused culture

🚀 What You’ll Do

• Lead onboarding – configure real-time doc pipelines, style guides, and glossaries so customers see value in minutes, not weeks.

• Review & refine AI output – ensure every generated snippet is clear, accurate, and on-brand before it reaches end users.

• Coach customers – train both writers and developers on docs-as-code and AI-augment­ed workflows.

• Drive adoption – analyze usage data, run health checks, and create playbooks that expand EkLine’s footprint across teams.

• Voice of the customer – surface feedback and trends that inform our roadmap, from new integrations to smarter personalization.

• Build community – contribute tips, templates, and success stories that help other DevTools teams modernize their docs.

💡 What We’re Looking For

• 4-6 years in technical writing, developer documentation, or customer success at a software company.

• Hands-on experience withMarkdown, Git, pull-request reviews, and CI/CD.

• Working knowledge of APIs/SDKs and the developer toolchain.

• Comfortable steering or troubleshootingAI-assisted content; curiosity about prompt design is a plus.

• Superb written English and a knack for simplifying complex topics.

• Self-starter who loves owning outcomes and iterating fast with customers.

🕒 Work Hours & Logistics

• Full-time remote position

• Core overlap:9 am–3 pm PST (6 hours) for customer calls and stand-ups; schedule the rest of your day around what keeps you productive.