Customer Success Manager, SMB

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

📋 Description

• Build and nurture relationships with designated clients, including corporate accounts, franchises, and individual users.

• Perform regular check-ins to ensure high Net Promoter Scores and engagement with the platform.

• Gain an understanding of customers' businesses, identify their needs, and provide strategic recommendations.

• Establish yourself as a trusted advisor to key stakeholders and executives.

• Support customer education throughout the onboarding process and enhance customer success.

• Conduct product demonstrations and encourage the adoption of essential features and value-added products.

• Manage accounts by facilitating upsells, cross-sells, and successful renewals.

• Collaborate with sales and commercial teams to identify revenue growth opportunities.

• Serve as the main point of contact for customer inquiries and effectively resolve issues.

• Identify and eliminate barriers to adoption and propose effective solutions.

• Advocate for customer feedback and use cases internally to enhance the platform.

• Monitor and report on engagement, product adoption, NPS, and renewal metrics.

• Provide regular updates on account health to internal stakeholders.

⛳️ Requirements

• Proficiency in both English and Spanish.

• 1–3 years of experience in a customer success or client-facing role, preferably within the SaaS sector.

• Excellent interpersonal and communication abilities, both written and verbal.

• Familiarity with customer success and CRM tools such as Salesforce, Vitally, Zendesk, and Gainsight.

• Experience in the automotive industry is advantageous.

• Customer-focused mindset and a genuine passion for assisting clients in achieving their objectives.

• High emotional intelligence and empathy.

• Strong time management and organizational abilities.

• Problem-solving mindset centered on delivering customer value.

• Capability to excel in a dynamic, fast-paced startup environment.

• Self-motivated, proactive, and committed to continuous learning.

• Must reside in Mexico.

🏝️ Benefits

• Medical, dental, vision, and life insurance benefits become available on the 1st of the month following the hire date (benefits primarily for U.S.-based, full-time employees; other benefits may vary by location and employment status).

• Short-term and long-term disability coverage.

• Access to an employee assistance program.

• Reimbursement for a personal health and wellness membership.

• Generous parental leave policy.

• 401(k) plan available upon hire.

• 11 paid holidays each year.

• Flexible time off policy.

• Matching donations for approved charitable organizations.

• Opportunities for group volunteer activities.