Customer Success Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Recruit, onboard, and nurture a high-achieving team of Customer Success Managers (CSMs)

• Establish clear expectations, objectives, and key performance indicators (KPIs)

• Conduct structured one-on-ones, pipeline assessments, and risk evaluations

• Take ownership of and continuously enhance the Digital Scale journey for Mexico

• Collaborate with Marketing and Customer Success Operations to define and implement digital strategies

• Examine engagement metrics to pinpoint areas for improvement

• Ensure a smooth transition between digital interactions and human-led engagements

• Guarantee that the team delivers measurable value to mid-market clients

• Review and refine Customer Success Plans and Business Reviews

• Manage book-of-business risks and assist CSMs during critical situations

⛳️ Requirements

• Over 8 years of experience in Customer Success, Account Management, Consulting, or a similar client-facing position

• More than 3 years of direct management experience with a team of CSMs or equivalent roles

• A proven history of driving outcomes at the portfolio level

• Experience in a high-volume, scaled Customer Success environment

• Demonstrated ownership or hands-on involvement with digital customer journeys

• Background in B2B SaaS or a technology-focused setting

• Strong executive presence along with excellent communication skills

• Data-driven approach to operations

• Capability to build trust and collaborate across various functions

• Full professional fluency in English, both written and spoken

🏝️ Benefits

• Flexible, employee-led remote work model

• Professional development stipend

• Comprehensive health and parental leave benefits

• Total rewards and benefits tailored for high-impact builders