Overview
You own the customer relationship post-sale for SEON's LATAM customer base. Your job is keeping customers renewing (retention) and finding opportunities to expand their contract as they grow (upsells). You're the main point of contact between customers and internal teams (support, product, engineering). Most of your time goes to quarterly business reviews, check-in calls, answering questions about their fraud data, and coordinating responses when they have issues.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Account Manager - retention + expansion focus |
| Sales Motion | Relationship-based, land-and-expand |
| Deal Complexity | Consultative for upsells, operational for retention |
| Sales Cycle | 1-3 months for expansions, ongoing for retention |
| Deal Size | $10K-50K expansion deals |
| Quota (est.) | 95%+ gross retention, $300-500K net retention (expansions) |
Company Context
Stage: Likely Series B/C based on having dedicated AM roles and multi-geo expansion
Size: Unknown but scaling internationally
Growth: Expanding into LATAM suggests they have product-market fit and are pursuing regional growth
Market Position: Challenger trying to build presence in LATAM fraud prevention market
GTM Reality
Account Segmentation:
- 5-10 high-touch enterprise accounts requiring weekly/bi-weekly contact
- 15-30 mid-market accounts with monthly/quarterly touchpoints
- Mix of new customers (first year) and mature accounts
Sales/AM Structure: You own retention and expansion; new logo acquisition is handled by AEs
Support Model: You coordinate with technical support team but are the customer's main contact for strategic issues
Competitive Landscape
Churn Risks:
- Customers switching to cheaper fraud tools
- In-house fraud teams wanting to build their own solution
- Budget cuts hitting fraud prevention spend
- Acquisition by companies with existing fraud tools
Expansion Opportunities:
- Volume-based upsells as transaction volume grows
- Adding new fraud prevention modules (AML, KYC verification, etc.)
- Expanding to new business units or regions within the customer
What You'll Actually Do
Time Breakdown
Customer Calls (35%) | Renewal Prep (25%) | Expansion Opportunities (20%) | Internal Coordination (20%)
Key Activities
- Regular check-ins: Monthly or quarterly calls with your book of accounts. You're asking how the product is working, if they're seeing good fraud detection rates, if they have questions. Many of these are routine.
- Quarterly Business Reviews: For your larger accounts, you're preparing QBR decks showing their fraud metrics, ROI, and product usage. You're identifying areas where they're underutilizing the platform.
- Renewal management: Starting 90 days before renewal, you're confirming budget, getting updated requirements, negotiating terms. Some renewals are smooth; others require executive engagement and pricing discussions.
- Upsell identification: You're watching for signals - transaction volume increases, new fraud patterns they're struggling with, mentions of expanding to new markets. When you spot it, you're working with the AE team to scope an expansion deal.
- Firefighting: When a customer has an issue - false positives spiking, integration breaking, complaints about support response time - you're the escalation point. You coordinate with engineering and support to resolve it.
The Honest Reality
What's Hard
- You're measured on retention, but churn often happens due to things outside your control (budget cuts, acquisitions, exec changes)
- LATAM time zones mean early morning or late evening calls to cover different regions
- You inherit customers from the sales process - some were sold poorly or have unrealistic expectations
- Expansion opportunities are lumpy - some quarters you'll have several, some quarters none
- Language requirements - you likely need fluent Spanish and/or Portuguese to cover LATAM effectively
- Customers often go dark between renewals unless they have an issue
What Success Looks Like
- Maintaining 95%+ gross retention (keeping customers renewing)
- Hitting 110-120% net retention (expansions offset any churn)
- Spotting at-risk accounts early (usage drops, complaints increase)
- Building relationships where customers proactively reach out with expansion ideas
- Clean renewals without last-minute surprises
Who You're Working With
Primary Contacts:
- Fraud/Risk Managers (day-to-day users)
- Head of Fraud/Risk or VP Operations (decision makers for renewals and expansions)
- Occasionally engineering teams for technical issues
What They Care About:
- Product working reliably - fraud detection rates staying consistent
- Support responsiveness when they have issues
- Getting value for what they're paying
- Product roadmap alignment with their needs
- Smooth renewals without surprises
Requirements
- 2-4 years in account management, customer success, or sales role
- Fluent Spanish and/or Portuguese (critical for LATAM coverage)
- Experience managing a book of 20-40 accounts
- Comfortable with data - discussing metrics, usage analytics, ROI
- SaaS or fraud/fintech experience preferred
- Self-directed - you're fully remote and need to manage your own schedule
- Willingness to work flexible hours to cover LATAM time zones