Customer Support Manager

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Oversee and coach a small team of Customer Success Managers to enhance performance.

• Set operational rhythms, ensure CRM data integrity, and direct the team towards achieving results.

• Develop, implement, and enforce playbooks for onboarding, account evaluations, and renewals.

• Take charge of adoption metrics, customer health, churn prevention, and Net Retention Rate.

• Formulate action plans for accounts identified as at-risk.

• Work alongside Sales and Product leadership to create feedback loops and forecast expansions.

• Cultivate a customer-centric culture with a strong sense of accountability.

• Continuously enhance processes to accommodate a growing customer base.

• Minimize churn and elevate customer outcomes through strategic engagement.

• Assist with renewal processes and ensure alignment with customers.

• Monitor and evaluate KPIs related to adoption, engagement, churn risk, and retention.

• Provide insights for product, process, and customer experience improvements.

⛳️ Requirements

• Over 5 years of leadership experience in Customer Success, Account Management, or Post-Sales in a high-paced SaaS environment.

• Demonstrated success in creating structure, optimizing processes, and enhancing team performance.

• Excellent organizational and analytical skills.

• Practical experience with Customer Success tools, health-scoring models, CRM data management, and retention forecasting.

• Familiarity with developing or refining Customer Success playbooks and automation processes.

• Exceptional writing, verbal communication, and overall communication skills.

• Technical, analytical, and results-oriented; capable of multitasking in a high-velocity environment.

• Proficient in English (both spoken and written).

• Knowledge of an additional language is a plus.

• Must present a valid government-issued photo ID post-hiring.

• Must be ready to work standard business hours aligned with Pacific time.

• Candidate must provide their own workstation, computer, headset, and maintain a fast and reliable internet connection.

🏝️ Benefits

• Comprehensive training program and consistent performance evaluations to promote your success.

• Attractive referral programs featuring incentives and bonuses.

• Excellent opportunities for personal growth and development.

• Competitive salary based on experience and proven skills.

• A vibrant and dynamic working environment with an exceptional leadership team.

• Diverse global workforce with multicultural and skilled colleagues.

• Candidate is responsible for their own workstation, computer, and headset; must have a fast and reliable internet connection.