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Hire a nearshore CSM for agency retention.

Vela headhunts nearshore CSMs who already have the job, in Medellín, Bogotá, Buenos Aires and Mexico City. AI-ready, vetted on a live working interview, introduced three at a time.

Book a 20-minute call How a search runs

What the seat owns.

Customer success here is not SaaS ticket support. A nearshore CSM needs to understand service delivery, client confidence, reporting rhythm, and renewal risk while working close enough to the US day to act quickly.

  • Owns account-health rhythm across client communication, delivery risk, and retention signals.
  • Keeps client outcomes tied to the work the company actually controls.
  • Turns recurring concerns into internal operating changes before churn lands.

How we find and vet them.

Every search starts with the customer success managers who are in the seat right now, in Medellín, Bogotá, Buenos Aires, and Mexico City. The ones who keep accounts alive are why their employer's renewals hold.

  • We reach them by warm intro, prior-network referral, and a researched personal email. Never a job post, never a recruiter blast.
  • A working-call exercise around an unhappy client and weak account momentum.
  • Live communication screen for tone, clarity, ownership, and escalation judgment.
  • Reference checks with the people who actually managed them, run the same way we check references for our own team.
  • They already use AI in the work they do every day. We check it on the working interview; it is not an add-on to the fee.

Search terms

  • Day 7First vetted profile
  • 21 daysThree vetted candidates
  • 20%Of year-one base, when your hire starts. A $1,000 deposit credits to it.
  • 90 daysReplacement at no charge

Is it the right hire?

A good fit when

  • You need retention ownership inside US working hours.
  • Client health signals are currently scattered across tools and calls.
  • You want a CSM recruited the way you would hire for your own team.

Not the right fit when

  • You need SaaS helpdesk coverage.
  • You want a junior client coordinator.
  • You are not ready to define what healthy accounts look like.
“For one role, we ended up hiring the very first candidate that we were introduced to, and we absolutely love her. I was very impressed with the speed and quality.”
Geoff C.CEO, Rev Management Group · More from clients

Questions.

Short answers. The long ones happen on the call.

What does a nearshore CSM own?

Owns account-health rhythm across client communication, delivery risk, and retention signals. Keeps client outcomes tied to the work the company actually controls. Turns recurring concerns into internal operating changes before churn lands.

How does Vela vet a nearshore CSM?

A working-call exercise around an unhappy client and weak account momentum. Live communication screen for tone, clarity, ownership, and escalation judgment. Reference checks with the people who actually managed them, run the same way we check references for our own team. Every professional we introduce already uses AI in their daily work.

Where do the candidates come from?

Every search starts with the customer success managers who are in the seat right now, in Medellín, Bogotá, Buenos Aires, and Mexico City. The ones who keep accounts alive are why their employer's renewals hold. We reach them by warm intro, prior-network referral, and a researched personal email. Never a job post, never a recruiter blast.

How long does the search take?

The first vetted profile arrives around day 7, and three vetted candidates by day 21. Harder seats can take longer at the same fee, and we say so early.

What does it cost?

20% of your hire’s year-one base salary, charged when they start. A $1,000 deposit starts the search and is credited to the fee. Every placement comes with a 90-day replacement at no charge.

Related guides.

Your next nearshore CSM already has a job.

We know where to find them.

Book a 20-minute call All hiring guides