Manager, Customer Success Management

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

📋 Description

• Directly oversee, mentor, and cultivate a team of Customer Success Managers (CSMs) dedicated to onboarding, adoption, retention, and overall client health for our most valuable segments.

• Take ownership of the customer journey; drive key performance indicators (KPIs) such as onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health scores (percentage in “green”).

• Ensure that CSMs provide proactive, high-touch services for onboarding, adoption, and strategic engagement, including scheduling, delivery, documentation, follow-up, and post-call actions.

• Develop strategies and programs aimed at maximizing customer lifetime value (CLTV) through proactive engagement, continuous adoption initiatives, and sustaining long-term relationships.

• Create and lead proactive outreach initiatives that encourage greater adoption of new add-on products and enhance the optimization of current customer implementations.

• Track all customer onboarding and adoption activities in CRM/Freshdesk; identify trends, risks, and accounts at risk that require intervention.

• Facilitate smooth cross-functional collaboration with:

• Implementation Advisors for efficient basic account set-up

• Account Managers for Customer Success Qualified Leads (CSQLs) - CSMs identify and refer qualified expansion opportunities

• Technical Account Managers (TAMs) for escalation of technical support issues

• Product, Enablement, and Training teams for feedback loops, process enhancements, and insights on features.

• Support teams for prioritized Q&A.

• Act as an escalation point for customers at risk or facing challenges during onboarding/adoption phases, driving quicker resolutions and customer recovery strategies.

• Develop, optimize, and report on CSM Standard Operating Procedures (SOPs), onboarding playbooks, and adoption processes; engage in the creation of KPI dashboards.

• Conduct regular team stand-ups, coaching sessions, and ongoing enablement to foster both process excellence and team culture.

• Ensure that feedback from onboarding/adoption interactions is collected to support continuous improvements in product, processes, and customer experience.

• Utilize analytics to assess the success of automations and internal processes, continuously adapting strategies for your Customer Success team to implement with customers.

• Oversee engagement and communication with enterprise accounts.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Over 7 years of experience leading customer-facing SaaS teams (CSM, Onboarding, or Account Management).

• More than 3 years of experience managing and leading technical, customer-facing teams of 12 or more individuals.

• A dedicated people manager who is passionate about mentoring, leading, and contributing to the professional growth of your team.

• Experience in cross-functional collaboration (Implementation, Account Management, Product, Support, Training).

• Practical experience with CRM, Customer Success, and workflow tools (e.g., Freshdesk, Tableau, etc.).

• Strong analytical skills, process-building abilities, and program management expertise (KPI and SOP ownership).

• Proven data-driven approach to problem-solving.

• A history of coaching, mentoring, and empowering high-performance teams.

• Exceptional communication, collaboration, presentation, and time-management skills.

• Proactive and curious; not hesitant to seek clarification.

🏝️ Benefits

• Health insurance.

• Professional development.