Customer Success Manager

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

📋 Description

• Develop and nurture lasting relationships with key stakeholders at both property and corporate levels throughout the Americas, acting as the trusted advisor and main point of contact to ensure alignment between Shiji’s technology and the operational objectives of the customer.

• Oversee the formal transition of clients from the implementation stage to long-term success, collaborating with internal Implementation and Support teams to ensure a seamless handoff while serving as the internal advocate for customers to promote adoption, product comprehension, and value realization.

• Conduct regular, data-driven business reviews, health assessments, and strategic planning sessions to evaluate customer satisfaction and progress toward success metrics, proactively spotting improvement opportunities and adoption gaps to suggest enhancements and best practices.

• Identify accounts that are encountering operational, technical, or adoption risks and devise strategic recovery and stabilization plans to avert churn and facilitate renewal preparedness.

• Serve as the main escalation point for customers, addressing issues with professionalism, composure, and empathy, while coordinating resolution with the appropriate internal teams to keep clients informed and reassured.

• Assist customers in distinguishing between product limitations, process shortcomings, configuration challenges, and internal communication issues, fostering clear and constructive problem-solving.

• Act as a liaison between the Americas market and Shiji’s global Product organization, providing insights, trends, and recurring challenges to influence product enhancements and prioritize localized needs.

• Work closely with Sales, Support, Implementation, and Technical Account Management teams to ensure that customers receive the right level of technical and operational support throughout their lifecycle.

• Facilitate customer meetings, executive business reviews, and best-practice sessions (both onsite and virtual) to reinforce value realization and strengthen long-term partnerships and engagement.

⛳️ Requirements

• A minimum of three (3) years of professional experience in Customer Success, Account Management, or a client-facing role in a SaaS environment.

• Practical experience in the hospitality industry, with a strong understanding of hotel technology ecosystems such as enterprise Property Management Systems (PMS), Point of Sale (POS), and Global/Distribution CRS platforms, as well as modern cloud-based PMS/POS architectures and their integration frameworks.

• Proficient in both Spanish and English, with exceptional written and verbal communication skills, capable of clearly conveying technical concepts to non-technical audiences, leading customer discussions, and delivering impactful presentations.

• High emotional intelligence, with the capacity to navigate interpersonal dynamics, manage stakeholder relationships, and maintain composure, objectivity, and a solution-focused mindset in high-pressure or escalation situations.

• Strong analytical abilities to interpret system data and usage metrics to derive insights that assist customers in optimizing operations and outcomes.

• Excellent organizational and time-management skills, with the capability to prioritize multiple initiatives, manage competing demands, and meet deadlines.

• Ability to work effectively both independently and within cross-functional, collaborative teams.

• Proficient in guiding customer discussions constructively, aligning stakeholders on solutions, and supporting decision-making.

🏝️ Benefits

• Employees have the option to work remotely.