Customer Success Manager – Talent Marketplace

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

📋 Description

• Oversee a portfolio of client accounts as the main point of contact following onboarding.

• Facilitate regular business reviews (QBRs/EBRs) to evaluate client health, assess performance against objectives, and align strategies.

• Create and implement customer success plans that align with client goals and growth paths.

• Track usage, engagement, NPS, and support-ticket metrics; proactively address risks as they arise.

• Promote product adoption and ensure clients achieve maximum value from the solution.

• Identify opportunities for expansion and upselling, collaborating with the sales team to finalize these opportunities.

• Handle renewals and negotiate contract extensions to enhance retention rates.

• Advocate for client needs within the organization, collaborating with product, support, and sales teams.

• Facilitate the onboarding of new clients, ensuring seamless transitions from sales to customer success.

• Aggregate customer feedback to guide product development and service enhancements.

⛳️ Requirements

• 2–4 years of experience in customer success, account management, or client services.

• Demonstrated success in managing client relationships and enhancing retention and satisfaction.

• Excellent communication, presentation, and interpersonal abilities.

• Capacity to manage multiple accounts with varying levels of complexity.

• Data-oriented mindset; proficient in analyzing account health metrics and developing success plans.

• Familiarity with CRM and customer success platforms like Salesforce, HubSpot, Gainsight, or ChurnZero.

• Proactive in recognizing risks and opportunities at an early stage.

• Nice to have: experience in SaaS, ecommerce, or managed services customer success.

• Nice to have: understanding of customer health scoring models and early warning systems.

• Nice to have: history of achieving NRR and expansion goals.

• Nice to have: experience conducting EBRs with C-level executives.

• Nice to have: relevant industry experience.

• Nice to have: knowledge of PLG and digital customer success strategies.

🏝️ Benefits

• Become a Certified Professional through our vetting process.

• Showcase your profile on the HireLago Talent Marketplace, trusted by growing startups, agencies, and established companies worldwide.

• Gain access to exclusive remote opportunities before they're publicly advertised.

• Get matched with roles that fit your skills, experience, schedule, and salary expectations.

• Build long-term career opportunities through our growing global employer network.

• 100% free for professionals, with no placement fees, subscriptions, or hidden costs.