Remote job
Customer Success Manager, SMB - Mexico
Job details
About this role
Role overview
Help a portfolio of customers get lasting value from a business software platform, from onboarding through adoption, renewal, and growth. The work centers on understanding each customer’s operations, building trusted relationships, resolving obstacles, and coordinating with internal teams to improve customer outcomes.
Responsibilities - Build and maintain relationships with business accounts, franchise groups, and individual users; learn their goals and operating needs. - Hold regular check-ins, monitor engagement and satisfaction, and advise customers on ways to improve results. - Support the transition from onboarding into ongoing success through customer education and product walkthroughs. - Encourage adoption of useful features by identifying challenges and recommending practical solutions. - Manage renewals and identify opportunities for account expansion in partnership with sales and commercial teams. - Address customer concerns, represent customer feedback internally, and report on account health, adoption, engagement, satisfaction, and renewal measures.
Requirements - Fluency in both English and Spanish. - One to three years of experience in customer success or another client-facing role; software-as-a-service experience is desirable. - Strong written and spoken communication, organization, and time management. - Customer-focused approach, empathy, and the ability to build effective relationships with varied stakeholders. - Problem-solving skills and motivation to help customers reach their goals. - Comfort working independently, learning continuously, and adapting in a fast-moving environment. - Experience with customer success or customer relationship management tools such as Salesforce, Vitally, Zendesk, or Gainsight.
Nice to have
Experience in the automotive industry.
Benefits and work setup
This is a remote position for candidates based in Mexico. Benefits vary by location and employment status; listed benefits are primarily for full-time U.S.-based employees and may not apply to this role. Examples listed for eligible employees include health coverage, wellness support, parental leave, flexible time off, paid holidays, and retirement savings.