Customer Success Manager – Enterprise

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

📋 Description

• Take ownership of value realization and oversee the comprehensive customer journey for a selection of enterprise accounts.

• Ensure customers consistently engage with the platform, achieve quantifiable results, and enhance their usage.

• Maintain a consistent and measurable portfolio engagement, interacting monthly with assigned accounts.

• Leverage platform data, reporting, and health indicators to facilitate proactive discussions with customers.

• Showcase advancements in adoption and usability metrics related to established business outcomes.

• Create and nurture pipelines for cross-sell and upsell opportunities backed by solid business cases.

• Proactively identify commercial and adoption risks, implementing mitigation strategies prior to renewal periods.

• Lead high-level discussions and business reviews focused on ROI, operational effects, and value propositions.

• Establish and sustain relationships with key stakeholders, including senior decision-makers.

• Implement structured governance, encompassing cadence, agendas, follow-ups, escalation procedures, and accountability.

• Convert product usage and operational data into discussions that impact business outcomes.

• Collaborate with revenue leaders to implement land-and-expand strategies.

• Coordinate efforts with Product, Implementation, Support, and Revenue teams to facilitate customer success.

• Ensure accurate account context and activity logging in CRM and internal systems.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field.

• Over 4 years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software contexts.

• Proven experience in SaaS customer-facing positions with enterprise clients, including renewals and expansions.

• Strong commercial acumen: comprehension of renewals, contract value, and expansion strategies, with the ability to link customer outcomes to revenue implications.

• Executive presence and capability to steer outcome-focused discussions with senior stakeholders.

• Analytical and data-driven mindset, experienced in utilizing usage signals to devise account strategies and ROI justifications.

• High operational discipline and accuracy in CRM documentation to ensure renewal predictability.

• Demonstrated ability to cultivate relationships across various stakeholders and proactively address risks.

• Proficient in English (both written and spoken); Spanish is advantageous.

• Experience in organizations recognized for their commitment to Customer Success (e.g., HubSpot, Salesforce, Oracle, or high-performance SaaS settings) is a plus.

• Familiarity with finance operations, reconciliations, enterprise reporting, or data-intensive workflows is a plus.

• Experience with value-based frameworks (e.g., MEDDPICC) and formal ROI/value realization initiatives is a plus.

• Experience in supporting complex, technical products for enterprise clients is a plus.

🏝️ Benefits

• Competitive salaries

• Entrepreneurial culture that fosters creativity and collaboration

• Open communication with company leadership

• Small, dynamic teams that create significant impact

• 100% Remote Work (work from anywhere)

• $500 USD annually for learning and development

• 2 Family days

• 1 day off for your birthday

• Equal opportunity for employment