Tendril

Customer Growth Manager - LATAM
Full-Time Contractor | 100% Remote 
 

About the Company

Our client is a fast growing B2B SaaS technology company transforming how brands and agencies create, manage, and scale digital advertising. Their platform combines creative automation, AI, and native HTML5 technology to help teams produce campaign ready digital ads faster, more efficiently, and at scale.
 

Role Overview

Our client is hiring a Customer Growth Manager to own relationships beginning immediately after the initial product demo and continuing through activation, conversion, retention, expansion, and referrals.

This is not a traditional Customer Success role. The Customer Growth Manager must be a product savvy, commercially minded partner who understands how creative and marketing teams actually work.

Candidates should have hands on experience with creative tools such as Adobe Creative Cloud, Figma, Canva, or similar platforms. This experience is important because our client's customers are designers, marketers, creative teams, agencies, and brands who need someone who understands their workflows, challenges, and expectations.

The Customer Growth Manager will work directly with prospects inside the platform, help them complete real projects, solve workflow challenges, and demonstrate how the technology can improve the way they work.

The mission is simple: help first, build trust, and turn engagement into long term customer growth.

Key Activities

• Take ownership of prospect relationships immediately following product demos
• Become highly proficient with the platform and its primary customer workflows
• Help prospects and customers directly inside the software
• Guide prospects through trials, projects, creative workflows, and relevant use cases
• Understand the customer's existing creative workflow and tools
• Demonstrate how the platform fits into or improves existing Adobe, Figma, Canva, and creative production workflows
• Help prospects solve real creative and production challenges
• Use product and industry expertise to establish credibility and trust
• Reengage prospects who become quiet or dormant after demos or trials
• Create relevant reasons to reconnect based on projects, workflows, product developments, and customer needs
• Maintain relationships across phone, email, LinkedIn, and product interactions
• Convert demo and trial engagement into qualified commercial opportunities
• Drive onboarding, adoption, and engagement after purchase
• Identify opportunities to expand into additional teams, brands, departments, markets, and use cases
• Manage upsell, cross sell, and renewal opportunities
• Develop customer advocates and generate introductions and referrals
• Maintain accurate customer, opportunity, expansion, and referral activity in the CRM
• Bring customer insights back to our client's product, sales, and leadership teams

Core KPIs

Performance will be measured across four areas:

Product Engagement

• Demo and trial prospects actively engaged
• Product activation and usage
• Trial and pilot progression

Pipeline Reactivation & Conversion

• Dormant opportunities reactivated
• Qualified conversations restarted
• Demo to trial or pilot conversion
• Demo to paid conversion
• Reactivated pipeline value

Customer Growth

• Customer retention and renewals
• Expansion opportunities
• Expansion pipeline and revenue
• Net Revenue Retention

Referral Growth

• Qualified introductions
• Referral sourced meetings
• Referral sourced pipeline
• Referral sourced revenue

Creative & Product Expertise

Hands on experience with modern creative tools is a core requirement for this role.

Candidates should have practical experience with one or more platforms such as:

• Adobe Creative Cloud, including Photoshop, Illustrator, or After Effects
• Figma
• Canva
• Creative automation or digital advertising platforms
• Other design, animation, ad production, or creative workflow tools

Candidates do not need to be professional designers, but must understand how creative teams work.

Candidates should be able to speak comfortably about design workflows, asset production, resizing, animation, collaboration, approvals, campaign production, and the challenges teams encounter when moving creative from design into live advertising.

This knowledge allows the Customer Growth Manager to empathize with customers and provide practical guidance rather than generic customer support.

Credibility comes from understanding the customer's work and being able to help them do it better.

Dormant Opportunity Reactivation

A major responsibility of this role is preventing valuable relationships from disappearing after a demo.

Rather than relying on generic follow up messages, the Customer Growth Manager will use product expertise and creative industry knowledge to create meaningful reasons to reconnect.

This may include helping a prospect complete an ad, solving a production challenge, demonstrating a new workflow, introducing a relevant capability, or showing them a faster approach to something they currently accomplish through multiple tools.

The objective is not simply to ask whether a prospect is still interested.

The objective is to be valuable enough that they want to continue the conversation.

Ideal Candidate

You may be a strong fit if you:

• Have hands on experience with Adobe, Figma, Canva, or comparable creative tools
• Understand creative, design, advertising, or marketing production workflows
• Have experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Sales, or a customer facing creative technology role
• Are comfortable learning and demonstrating sophisticated software
• Enjoy working directly with customers to solve real problems
• Can translate product capabilities into practical customer use cases
• Can communicate naturally with designers, marketers, creative teams, agencies, and business leaders
• Know how to reengage prospects who have stopped responding
• Are comfortable calling prospects and customers directly
• Can recognize buying signals and move relationships toward the appropriate next step
• Have experience expanding existing customer relationships
• Have experience generating customer referrals and introductions
• Are commercially minded while remaining highly customer focused
• Are highly organized with CRM, pipeline, follow up, and account management

What Success Looks Like

A successful Customer Growth Manager becomes someone prospects and customers want to engage with because they understand their world and can genuinely help them.

They understand the customer's existing tools and workflow. They help customers accomplish real work with the platform. That expertise builds trust. Trust keeps conversations moving. Those relationships lead to conversions, expansion, and referrals.

The ultimate objective is to turn creative expertise, product knowledge, and customer trust into measurable revenue growth.