Customer Operations Manager (Remote)

You've owned customer accounts. You've led teams. At Viva, you do both.

We're hiring a Customer Success Manager to own a portfolio of US-startup customers end-to-end and directly manage the Executive Assistants and Recruitment Coordinators working on them. Customer ownership + people leadership, in one seat. You drive retention and growth; your team delivers the work.

At Viva, our mission is to create real career opportunities for women across Latin America. We hire regardless of gender, but the impact is intentional: when women thrives, families and communities do too.

🌎 Honduras · Guatemala · El Salvador · Costa Rica · Nicaragua · Colombia · Ecuador · México.

What you’ll do

• Manage a portfolio of customer accounts end‑to‑end, including onboarding, relationship development, retention, and growth.
• Drive company growth through securing renewals, expansions, and mitigating churn risk.
• Directly manage and develop a team of Executive Assistants and Recruitment Coordinators, ensuring strong performance and accountability.
• Coach, provide feedback, and address performance to build a high-ownership culture.
• Monitor customer health and revenue metrics (NRR) to drive decisions.
• Use CRM tools (HubSpot preferred) to track account performance.
• Collaborate cross-functionally to improve customer outcomes and experience.

What we're looking for

• 3+ years in customer-facing roles (Customer Success Manager, Executive Support Manager, Customer-Facing Team Lead, or similar) - ideally in professional services, BPO, or consulting
• 5+ direct reports managed in a remote or hybrid environment. You know how to lead a team you don't sit next to.
• Account management chops: you've built customer relationships, driven retention, and supported growth initiatives
• Comfortable with customer health and revenue metrics (NRR, churn, expansions)
• Fluent English (C1+) — clear, confident, and able to influence senior stakeholders
• HubSpot or similar CRM experience
• You operate well under pressure, prioritize ruthlessly, and don't wait to be told what to do

What you get

Competitive pay with raises every 6 months and performance bonuses. Global health insurance (medical, dental, vision, mental health, routine care). 100% remote, forever. Fixed schedules, no overtime, weekends off. Paid holidays, vacation, sick days, family care days. Parental leave and flexible parent policies. A culture built on growth, empowerment, and a real social mission.

Note: this Customer Success Manager role is also posted as Customer Operations Manager and CSM – Team Lead — same role, different titles to reach more candidates from different backgrounds.

4.7/5 on Glassdoor. The team actually means it.

🕐 Looking to start ASAP? So are we. Move fast → get hired fast.

🔎 All Viva communication comes from an @execviva.com email. If you receive messages from unofficial sources (Instagram, Facebook, etc.), please report them to careers@execviva.com. We never request payments or personal information from candidates.