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Job Overview
Location
Santiago
Job Type
Full-time
Category
Customer Success Manager
Date Posted
December 18, 2025
Full Job Description
đź“‹ Description
- • Own the entire post-sale journey for Sprout.ai’s LATAM customers, acting as the single point of contact from contract signature through go-live, adoption, and renewal. You will quarterback multi-stakeholder projects across Chile, Brazil, and Mexico, translating complex business problems into phased delivery plans that hit agreed KPIs and ROI targets.
- • Drive end-to-end enterprise implementations of Sprout.ai’s AI-powered claims automation platform. You will scope requirements, build detailed project timelines, allocate internal and customer resources, manage change control, and own risk mitigation—ensuring every deployment lands on time, on budget, and with measurable value delivered.
- • Build executive-level trust within large insurers and TPAs. You will run C-suite business reviews, craft success plans that map product capabilities to strategic objectives, and secure the advocacy needed for renewals and expansion. Your credibility will directly influence Sprout.ai’s reputation across the region.
- • Protect and grow annual recurring revenue (ARR). By monitoring health scores, adoption metrics, and NPS, you will surface at-risk accounts early, orchestrate recovery plays, and partner with Account Executives to identify upsell and cross-sell opportunities that deepen wallet share.
- • Champion change management and user adoption. You will design and deliver training in Spanish and Portuguese, create region-specific onboarding collateral, and run workshops that move customers from initial pilots to enterprise-wide rollout—accelerating time-to-value and cementing Sprout.ai as mission-critical infrastructure.
- • Localise global playbooks for LATAM. As the region’s founding post-sales hire, you will adapt implementation templates, risk frameworks, and success metrics to reflect local regulatory, cultural, and linguistic nuances—then codify these improvements so future teammates can scale efficiently.
- • Be the voice of the LATAM customer inside Sprout.ai. You will funnel market feedback, feature gaps, and competitive intelligence to Product, Engineering, and GTM leadership, shaping the roadmap and ensuring our platform stays ahead of regional demands.
- • Mentor and eventually hire the next wave of LATAM Engagement Managers. You will model best practices, conduct knowledge-transfer sessions, and lay the groundwork for a high-performing regional Customer Success team.
- • Operate independently across time zones with limited playbooks. You will make high-impact decisions, escalate only when necessary, and maintain tight alignment with London HQ—demonstrating the autonomy and ownership that define Sprout.ai’s culture.
- • Travel across LATAM as needed (up to 30%) to run on-site discovery workshops, executive steering committees, and training sessions—turning face-to-face moments into lasting partnerships.
🎯 Requirements
- • Fluent in Portuguese, Spanish, and English—able to run executive meetings, author technical documentation, and deliver training in all three languages
- • 5+ years delivering complex enterprise SaaS implementations, navigating matrixed stakeholders, and hitting aggressive go-live dates
- • Demonstrated success managing post-sales relationships with Fortune 1000 or equivalent insurers/TPAs, evidenced by renewals, expansions, and high NPS
- • Strong commercial acumen: experience owning renewal forecasts, identifying upsell opportunities, and collaborating with Sales to grow ARR
- • Hands-on project management expertise: planning, resourcing, risk mitigation, change control, and budget accountability
- • Nice to have: prior Business Analyst or technical background, insurance domain knowledge, experience launching AI products, and some people-management or mentoring experience
🏖️ Benefits
- • Competitive base salary benchmarked to top LATAM SaaS packages
- • Stock options in a fast-growing, award-winning insurtech backed by tier-1 insurers
- • Fully remote role with MacBook Pro and home-office stipend
- • Generous annual leave plus flexible public-holiday swaps
- • Annual learning & development budget for courses, conferences, and certifications
Skills & Technologies
About Sprout.ai
Sprout.ai delivers advanced Artificial Intelligence solutions engineered to transform the insurance sector. Their purpose-built AI platform automates routine tasks in claims processing and underwriting, empowering human handlers with intelligent tools for faster, fairer, and more accurate decision-making. Serving world-leading insurers, service providers, and MGAs across various lines of business—including Health, Life & Disability, Motor & Auto, Home & Property, and Commercial—Sprout.ai integrates seamlessly with existing core insurance platforms. The company's technology is designed to reduce errors, cut turnaround times, detect fraud, and ensure explainable outcomes, ultimately optimizing operational efficiency and enhancing customer and staff experiences. Sprout.ai is recognized as a leader, earning a place in CNBC's 2024 Top 150 Insurtech Companies.
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