Enterprise Solutions Consultant/Regional Launcher

Description

ABOUT the company

The company is last-mile delivery infrastructure. We help the world's largest retailers and commerce companies orchestrate, optimize, and manage their delivery operations.

Our platform sits at the center of complex delivery operations: connecting carriers, optimizing routes, managing fleets, and giving operators the visibility and control they need to run delivery at scale. We're not a marketplace. We're the infrastructure layer that makes the whole system work.

Every enterprise customer presents a different operational reality. A grocery chain running same-day delivery from hundreds of stores has different constraints than a retailer consolidating three carrier networks into one. The company doesn't sell a fixed product off a price sheet. We design and configure the system around how each customer actually operates, then deploy with dedicated engineering and product support.

THE OPPORTUNITY

The company expands into new regions when its customers do. Latin America is opening on that basis: enterprise customers we already serve are extending their delivery operations into the region, and the company is deploying alongside them.

This role is the company's first customer success and solutions hire in Latin America. In International, those two functions are one seat: the person who designs the technical approach in a deal runs the launch that follows, then manages the account through adoption, performance, and renewal. You'll hold that seat for the region from its first deployment, and you'll establish how customer success operates in Latin America: the onboarding sequence, the health metrics, the review cadence, the escalation model.

It's a rare combination: enterprise customers from day one, ownership of the full post-sale lifecycle, and the mandate to define how a region runs before it scales.

Responsibilities

• LEAD TECHNICAL DISCOVERY AND DESIGN
• Own the technical and operational half of every enterprise sales cycle in the LATAM region. Run discovery with the customer's engineering and operations teams, define the integration approach, build the demonstrations and pilots that validate it, and resolve questions on architecture, data, and scale before they reach contract. The designs you produce become the launches you run, so they need to be correct at the point of proposal.
• RUN LAUNCHES FROM SIGNATURE TO STEADY STATE
• Own every implementation in the region: requirements, configuration, integration, operator training, go-live, and the stabilization period that follows. Coordinate the customer's stakeholders and the company's central engineering and specialist teams where a build requires them, and remain accountable for delivery performance until the operation runs without intervention.
• MANAGE THE BOOK
• Build relationships from the dispatch desk to the executive sponsor and run the operating rhythm across every regional account: business reviews, success plans, escalation paths. Track adoption, delivery performance, and platform health, and use them to identify what is underused, what is underperforming, and where the next workstream should be. This role carries no quota. Commercial expansion is owned by sales; this role owns the relationship, the adoption that justifies expansion, and the renewal.
• ESTABLISH HOW THE REGION OPERATES
• Define the customer success model for Latin America: onboarding sequences, health metrics, review formats, escalation protocols. Adapt the company's global approach to how enterprises operate in the region, including local carrier ecosystems, payment and addressing conventions, and delivery expectations, and document it so that subsequent hires ramp in weeks rather than months.
• REPRESENT THE REGION INSIDE the company
• Be the primary source of regional knowledge for product and engineering: which carriers to integrate, which workflows need adaptation, where the product assumes conditions that don't hold in the region. Turn field observations into specific, prioritized product requests.
• WHAT SUCCESS LOOKS LIKE
• First 6 months:
• First regional launches live and performing, with customer stakeholders willing to act as references
• A technical design of yours in every open enterprise deal in the region
• An operating rhythm running across every regional account
• The first version of the Latin America customer success model documented and in use
• First 12 months:
• Regional accounts renewed and expanding, with adoption and delivery performance metrics ready to put in front of any executive
• A tested view of what the company must build or adapt for the region
• A documented operating model and a clear case for the next hire

Requirements

• You have 5+ years across customer success, solutions consulting, implementation, or operations roles in SaaS, logistics, or marketplaces. You have delivered complex enterprise implementations or managed large accounts with commercial outcomes attached: renewals, expansions, or major deployments.
• You are technically capable of running the design half of this role. You can lead discovery with an engineering team, define an integration approach, write basic SQL, and troubleshoot a configuration issue in production before escalating it with the relevant detail gathered.
• You understand delivery operations, in this region specifically or well enough to learn it fast: carrier ecosystems, addressing and payment conventions, and the operational conditions that make last mile in Latin America different from the US.
• Professional fluency in Spanish and English is a hard requirement. Portuguese is a plus as the region grows.
• You have built process in environments that didn't have any. Priorities in a new region change quickly, and the operating model will be what you write down.
• You communicate quickly, clearly, and concisely, and you're as comfortable with an engineering team as with a C-suite.
• This role is probably not right for: Customer success managers who want an established account base and a defined process to run. Both will exist in the region within a year, and building them is the job.
• HOW THIS ROLE WORKS
• You'll be the company's first customer success and solutions hire in Latin America, reporting into international leadership, with the company's central product and engineering teams behind you. The company is a startup. The team is lean. You'll have significant autonomy and direct access to the company's founders, product leaders, and engineering team, and you'll be in product discussions regularly, shaping what the company builds for the region based on what you learn in the field.
• We expect the role is based in Mexico City but are open to excellent candidates across the region, with regular travel to customer sites and, over time, across the region. The first 90 days are weighted toward the first launches and establishing the operating rhythm with the initial accounts. The regional operating model is built in parallel and formalized as the account base grows.
• More about the company (the company's site)
• The company is the platform that powers modern logistics.
• Commerce has inverted. For decades, customers came to where products and services were. Now products and services come to them, on their terms, in real time. That shift has turned every company into a logistics company, even though almost none of them were built to be one. Couriers, fleets, gig workers, parcel carriers, in-store labor, and increasingly autonomous systems all have to be coordinated in real time, against tighter windows and rising expectations, with hard-fought customer trust on the line.
• The company unifies decisioning, execution, and capacity into a single programmable platform. Real-time, AI-native intelligence determines what should happen, operational control executes it, and the platform dynamically orchestrates capacity from any source: a company's own fleets, partners, or the the company delivery network. Whether a job involves a courier, a gig driver, an internal fleet, a store employee, a technician, or an autonomous vehicle, the company selects the right resource and manages execution through completion.
• We power delivery and logistics for some of the most recognizable brands in commerce, including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, alongside platforms like Shopify and Toast. Over the next decade, logistics will become as foundational to commerce as payments, cloud, and connectivity. The company is the platform that powers it.
• What You’ll Love About Us
• Quarterly broader team on-sites to bond with teammates Competitive compensation and opportunity for equity Flexible paid time off Health, dental, and vision insurance for US employees
• Experience: Any (new grads ok)
• Visa: US citizen/visa only