Spoonity is on a mission to redefine customer engagement through smart, data-driven loyalty and gift card solutions tailored for the hospitality industry. We empower brands to grow by transforming everyday customers into lifelong Brand Ambassadors, one interaction at a time.

With operations spanning 30+ countries across four continents and a 50%+ year-over-year growth, and a 4.8 Glassdoor rating - Spoonity is scaling fast, and we’re just getting started. Our customer roster includes some of the most iconic brands in the world, including Carl’s Jr, Krispy Kreme, and Wingstop. Backed by an award-winning leadership team recognized by Forbes, Ottawa’s Forty Under 40, and PhDs in data science, we combine deep industry knowledge with an unwavering focus on innovation.

Over the past 5 years, we invested heavily in AI, marketing automation, and cutting-edge customer intelligence to shape a new standard for loyalty, one that’s seamless, personalized, and delightfully engaging. Joining Spoonity now means stepping into a rare opportunity to help scale a company that’s poised to lead the global loyalty transformation.

We are seeking a Manager of Customer Success to lead and grow our client relationships in LATAM. You will be responsible for onboarding new clients, managing day to day success, tracking adoption, securing renewals, and driving measurable results across your portfolio.

Key Responsibilities

• Build activation plans with clear tasks and timelines.
• Train clients on loyalty, digital ordering, reporting, and integrations.
• Track adoption and resolve blockers with Product and Support.
• Build success plans for top accounts with measurable KPIs.
• Run quarterly business reviews to show impact and ROI.
• Identify renewals and expansion opportunities.
• Maintain account notes, tasks, and health scores in HubSpot.
• Share market feedback with Product to improve the platform.
• Travel for key accounts, pilots, and major launches.

Requirements

• 5 plus years in customer success, account management, or implementation for SaaS.
• Experience with restaurants, retail, or payments is preferred.
• Strong project management and client communication skills.
• Comfortable training clients and leading workshops.
• Data focused, able to read dashboards and find risk early.
• Fluent in Spanish and English.
• Comfortable with HubSpot, Jira, analytics tools, and ticketing systems.
• Able to travel within Mexico.

Success Measures

• Net Revenue Retention
• Renewal rate.
• Account Receivables
• Expansion revenue.
• Time to activation.
• Adoption of key modules.
• Client satisfaction and NPS.