ALL SOLUTIONS / CUSTOMER SUCCESS

Customer success outsourcing that keeps the relationship yours

Customer Success Managers, onboarding specialists and account managers from Latin America who onboard, renew and grow your accounts, in your CRM and on US hours. Dedicated to your customers, not rotated across a vendor's client list.

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A customer success manager on a video call with a client at his desk

TRUSTED BY TEAMS WHOSE CLOUDTASK HIRES HAVE STAYED 5 TO 8 YEARS

  • Apollo
  • Vonage
  • Expensify
  • GetAccept

TOP RATED TALENT

Meet the talent you could hire

Customer Success Managers, onboarding specialists and account managers from the CloudTask talent network, with real profiles you can open.

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How it works

How do I outsource customer success with CloudTask?

You do one thing: interview. We handle everything else.

1

Post the role

5 minutes. The role, the motion, the tools, the comp band. That is all we need to start.

2

Review your matches

3 to 5 matches in 48 hours.

3

Interview and hire

We coordinate interviews. On Managed Staffing, we also handle payroll and compliance across LATAM.

How it works

WHY TEAMS TRUST CLOUDTASK

What you get with every hire

A CSM who knows your customers

The person works only your accounts, in your CRM and to your success plan. Your customers talk to the same person quarter after quarter, not whoever a vendor assigns.

Your hours, your customers' hours

Latin America and the Caribbean overlap the US working day, so check-ins, onboarding calls and renewals happen while your customers are at their desks.

Verified on your customer success stack

Your CRM, help desk and customer success platform are checked with each candidate on a live call, so health scores and renewal dates are read correctly from week one.

Replacement guarantee

Managed Staffing and Direct Hire both include it. If a CSM does not fit, we replace them, so your accounts are not left without an owner.

WHY CLOUDTASK

Staffing with numbers behind it

10,000+

hires placed

since 2016

85%

still in seat

past 90 days

24 months

replacement guarantee

on Managed Staffing

12

countries

across Latin America and the Caribbean

THE HARD PART ABOUT HIRING

Why customer success coverage breaks, and what changes with CloudTask

Most teams look at customer success outsourcing because their CSMs cover more accounts than they can serve, and because a vendor that rotates people never builds the relationship that keeps a customer.

The Problem

An outsourced customer success vendor rotates people across its clients, and your customers keep meeting someone new.

The Fix

The person you hire works only your accounts, in your CRM, and builds the relationship over time.

The Problem

CSMs stretch across more accounts than they can serve, so strategic accounts get the same attention as everything else.

The Fix

Add onboarding and customer success specialists so senior CSMs can own the strategic relationships. You get 3 to 5 matched profiles within 48 hours.

The Problem

When a CSM leaves, renewals and account knowledge are at risk until someone new learns the book.

The Fix

Every seat carries a replacement guarantee (24 months on Managed Staffing, 6 months on Direct Hire), and because the work lives in your CRM, the account history stays with you.

PRICING MODEL

Managed Staffing.

Managed Staffing is open to every role we place. We find the person, handle payments and compliance, and stay involved after the hire with check-ins, visibility, and escalation when something is off. You get the person. We keep the machine running. For roles that create demand, outbound SDRs, BDRs, demand generation and full-cycle AEs, Managed Staffing runs on a six-month minimum term.

Pay

One all-in monthly rate

Per person. That is the number, and there is nothing added to it.

In the monthly rate

  • Sourcing from the CloudTask staffing and recruiting company
  • Screening and vetting
  • Matching coordination
  • Worker payments
  • Compliance and employment administration
  • Onboarding support at day 0, 7, 30 and 60
  • Ongoing check-ins with the hire and with you
  • Time and activity tracking, on by default
  • Performance escalation
  • 24-month replacement guarantee. Replacements not capped.
  • Health benefits available on request
  • Equipment benefits available on request

Stays with you

  • The work itself
  • Priorities and direction
  • Who you hire

$299 to start your search. One time, not a subscription. It applies to your buyout or toward your first placement.

Start your search

PRICING MODEL

Direct Hire.

Direct Hire is open to every role we place. We find the person, vet them, and hand them over. You employ them, you manage them, you own the relationship from day one. Roles that create demand usually land here, because live call feedback and daily coaching work best coming straight from your sales leader, and there is no minimum term.

Pay

20% to 30%

Of first-year base salary. One time, quoted per role, paid when they accept.

In the fee

  • Sourcing from the CloudTask staffing and recruiting company
  • Screening and vetting
  • Shortlist of matched candidates
  • Interview coordination
  • Offer support
  • 6-month replacement guarantee. One replacement, same job description.

Yours when they accept

  • Employment and payroll
  • Compliance and employment administration
  • Ongoing management
  • Time and activity tracking
  • Health benefits and equipment benefits

$299 to start your search. One time, not a subscription. It applies to your buyout or toward your first placement.

Start your search

How CloudTask compares

Run the numbers. We did.

The same role, three ways to fill it.

Swipe to compare

US Direct Hire Staffing Agency
Time to First Interview 48 hours 3 to 6 weeks 2 to 4 weeks
Payroll & Compliance Included on Managed Staffing You manage Included in rate
Vetting Process Human + AI verified You screen Recruiter screened
Candidate spam Screened out before you see a profile Common Low
Tool Verification Verified per candidate Self-reported Rarely verified
Free Replacements 24 months on Managed Staffing, 6 months on Direct Hire None Variable
See all comparison

Testimonials

Trusted by teams that hire with us

  • LATAM has been a gold mine for talent. Our CloudTask hires understand our company culture and mission, and they connect with our customers in a way that drives high NPS and CX scores.
    David Barrett
    David Barrett CEO, Expensify
  • At first we were an SF-based team only. Then I met Amir Reiter back in 2018. After visiting Medellín, I knew LATAM would be key to our growth and success.
    Tim Zheng
    Tim Zheng CEO, Apollo.io
  • After meeting my CX and CS team in Medellín, we immediately loved the culture and the work ethic. As a European-HQ company, we found LATAM to be perfect to service our American clients.
    Carl Carell
    Carl Carell CRO and Co-founder, GetAccept

HIRING GUIDE

How to outsource customer success without losing the relationship

Customer success outsourcing covers very different arrangements, from a vendor that runs your customer programs with its own people to a dedicated CSM who joins your team through a staffing partner. This guide explains the options, how to structure the team, and how CloudTask fits in.

What is customer success outsourcing?

Customer success outsourcing means someone outside your payroll helps your customers get value from your product, so they renew and grow. In practice it is one of three things: a vendor that runs customer success programs with its own shared team, a consultant who designs the process and hands it back, or a staffing partner that places a dedicated person on your team.

Your customers feel the difference between the three by the second quarterly review. Before comparing providers, decide who you want your customers to build a relationship with.

Should SaaS companies outsource customer success?

Many SaaS teams ask this. It depends on what you outsource. Handing the relationship to a vendor whose people rotate across clients puts renewals in the hands of someone your customers barely know.

Outsourcing the hiring is different. A dedicated CSM placed through a staffing partner works only your accounts, in your CRM and to your success plan, so the relationship and the account history stay with the company.

Customer success or customer support?

Customer support reacts: it answers tickets and fixes problems when a customer reaches out. Customer success is proactive: it drives onboarding, adoption and renewal before a problem turns into churn.

Both matter and they are different hires. This page covers customer success. For ticket and help desk coverage, the related pages below cover support representatives and technical support.

The work of customer success: onboarding, adoption, renewal and expansion

• Onboarding: getting a new customer set up and to first value. Usually an onboarding specialist.
• Adoption: making sure the customer keeps using the product and uses more of it. The core of a CSM's week.
• Renewal: seeing risk early and securing the contract. A CSM or a renewal manager.
• Expansion: finding the upsell and cross-sell a healthy account is ready for. Often an account manager.

Small teams give all four to one CSM. As the book grows, splitting onboarding and renewals out lets CSMs spend their time on the accounts that matter most.

How to build a customer success team

Start with the stage where customers are lost. If they stall before they see value, hire for onboarding first. If they go quiet after launch, you need a CSM who owns adoption. If renewals arrive as surprises, you need someone watching account health and the calendar.

Then decide how you segment the book: high-touch accounts with a named CSM, and a scaled model with specialists for the long tail. The structure matters less than making sure every account has an owner.

Will AI replace customer success managers?

AI is changing the work more than it is replacing the role. Health scores, usage alerts, call summaries and first drafts of emails are increasingly handled by software, which gives a CSM more time for the conversations that decide a renewal.

What stays human is the relationship: understanding what the customer is trying to achieve, handling the hard conversation when something goes wrong, and earning the trust that turns a renewal into an expansion.

What to check in the interview

Ask the candidate to walk you through an account they saved or grew: how they noticed the risk or the opportunity, who they involved on the customer side, and what they did next. Strong CSMs talk about the customer's goals, not only about product features.

Then give them a real at-risk account from your book and ask for their first 3 steps. You will hear whether they look at usage and stakeholders before they reach out, and whether they keep the CRM current as part of the job.

Red flags in customer success candidates

Support in disguise. A candidate whose every story is about answering tickets fast will react to problems instead of preventing them.

Features before goals. If they describe accounts only in terms of what the product does, they will struggle to show value at renewal.

No early warning. Someone who only noticed risk when the customer said they were leaving was not watching the account.

Account notes as an afterthought. If health updates and call notes sound optional, the next person on the account starts from zero.

How CloudTask hires your customer success team

You tell us the role, the kind of customers and book size the person will own, the tools and the hours you need covered. We come back with 3 to 5 matched profiles within 48 hours, each one screened on a live call and verified against the tools you named.

You interview and choose who your customers will work with. On Managed Staffing we handle payments, compliance and onboarding and stay involved while the person learns the book. On Direct Hire they join your payroll from day one. Both models carry a replacement guarantee: 24 months on Managed Staffing, 6 months on Direct Hire.

FAQ

The fine print, in plain terms.

What is the difference between an outsourced customer success vendor and a hire through CloudTask?
A vendor runs customer success with its own people, usually shared across clients, and keeps the process. CloudTask places a dedicated CSM who works only your accounts, in your CRM and to your success plan, on Managed Staffing or Direct Hire.
Which customer success roles can I hire?
Customer Success Managers, customer success specialists, onboarding specialists, renewal managers and account managers. Ticket and help desk coverage is a support hire, linked in the related pages above.
Is there a minimum term?
No. The six-month minimum term on Managed Staffing applies only to roles that create demand (outbound SDRs, BDRs, demand generation and full-cycle AEs). Customer success roles do not carry it, and Direct Hire has no minimum term.
Can the person work in our CRM and customer success tools?
Yes. Tell us which CRM, help desk and customer success platform your team uses, and we verify them per candidate before you see a profile.
What is the $299 for?
It starts your search. One time, not a subscription. It applies to your first placement or toward a buyout, so it is not an extra cost, it is the first part of one.
Why is there no number on the monthly rate?
Because it depends on the role, the seniority and the country. We quote the all-in monthly rate per person before you interview, so you know the number before you commit to anyone.
Who is the legal employer?
On Managed Staffing, CloudTask is the contracting party and handles payments and compliance, and you direct the work. On Direct Hire, you employ and manage the hire from day one.
How does tracking work, and can I turn it off?
On Managed Staffing, time and activity tracking is on by default. Talk to us about your setup when you start your search.
What happens if the person does not work out?
Managed Staffing carries a 24-month replacement guarantee, and replacements are not capped. Direct Hire carries a 6-month replacement guarantee: one replacement for the same job description.
Is there a platform or subscription fee?
No. $299 starts your search, one time, and applies toward your first placement. There is no subscription.

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3 to 5 matches in 48 hours. Start with a quick role brief to get your shortlist.

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