Customer Success Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Mexico. As a Customer Success Manager, you will help organizations across North America maximize the value of a leading software platform through strategic relationship management, proactive engagement, and data-driven decision-making. You will manage a portfolio of approximately 30–35 customer accounts, ensuring strong product adoption, measurable business outcomes, and long-term retention. Working with customers across different industries and cultural environments, you will develop tailored success plans and scalable engagement strategies that address evolving business needs. Your ability to communicate fluently in English and Spanish will be essential to building trusted partnerships with diverse stakeholders. By leveraging customer health metrics, product usage data, and engagement insights, you will anticipate risks, strengthen renewals, and uncover growth opportunities. This role offers the opportunity to combine customer advocacy, analytical thinking, and cross-functional collaboration in a dynamic, customer-focused SaaS environment.

Manage customer portfolios and drive success: Own a portfolio of approximately 30–35 accounts, acting as a trusted advisor and helping customers achieve measurable outcomes through structured success plans, consistent engagement, and effective platform adoption. Develop customer success strategies: Align platform capabilities with customer objectives, establish engagement cadences, and create tailored plans that improve satisfaction, adoption, and long-term retention. Monitor customer health and mitigate risks: Analyze customer health scores, product usage data, and engagement trends to identify potential churn risks early. Develop and execute mitigation plans in collaboration with Sales, Product, and other internal stakeholders. Support renewals and identify growth opportunities: Maintain visibility into renewal timelines, provide accurate renewal forecasts, and proactively identify opportunities to expand customer value through stronger adoption and additional platform capabilities. Build effective customer communication strategies: Create personalized and scalable outreach approaches for different customer personas, from daily users to executive decision-makers, using business reviews, email, video, virtual meetings, and other digital channels. Deliver impactful business reviews: Communicate progress, demonstrate measurable business value, and connect platform capabilities to customers' strategic priorities through clear, insightful, and actionable recommendations. Optimize portfolio management processes: Maintain accurate account plans, customer success plans, engagement records, and health information in Salesforce or similar CRM platforms. Use data to inform decisions: Identify patterns across customer accounts, analyze performance trends, and develop reporting dashboards, trackers, and automated workflows that improve visibility and support proactive account management. Drive operational efficiency and scalability: Develop repeatable playbooks, communication frameworks, and process improvements that strengthen customer engagement and improve the effectiveness of the Customer Success organization. Collaborate across teams: Partner with Sales, Product, and internal stakeholders to resolve customer challenges, share insights, coordinate retention initiatives, and improve the overall customer experience. Establish early impact and long-term results: During the first 90 days, develop product knowledge, understand assigned accounts, and establish customer communication cadences. Within 180 days, independently manage the portfolio and execute success plans. Within the first year, demonstrate measurable improvements in adoption, engagement, retention, and renewal predictability. Requirements: Customer Success experience: At least 1–2 years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within a B2B SaaS environment. Portfolio management expertise: Experience managing multiple customer accounts, developing success plans, establishing engagement cadences, and driving measurable adoption, satisfaction, and retention outcomes. Retention and renewal management: Ability to assess customer health, recognize churn risks, forecast renewals, and develop proactive strategies to strengthen customer relationships and minimize attrition. Growth-oriented mindset: Experience identifying opportunities to increase customer value, improve product adoption, and collaborate with internal teams to support account growth. Bilingual communication skills: Professional fluency in both English and Spanish, with the ability to communicate confidently and effectively with customers and colleagues in both languages. Customer engagement and relationship building: Strong written and verbal communication skills, including experience tailoring messaging, conducting business reviews, and engaging stakeholders across different organizational levels, industries, and cultural backgrounds. Digital communication expertise: Familiarity with email outreach, video communication, virtual meetings, and other digital engagement methods to maintain meaningful relationships with geographically distributed customers. Data-driven decision-making: Ability to interpret product usage data, customer health indicators, and engagement metrics to identify trends, prioritize activities, and translate insights into practical action plans. CRM proficiency: Experience using Salesforce or comparable CRM platforms to manage account information, maintain success plans, track customer engagement, and monitor portfolio health. Reporting and process improvement: Experience developing dashboards, trackers, reporting tools, or automated workflows that improve account visibility, operational efficiency, and early risk detection. Strong organizational skills: Excellent prioritization, time management, and attention to detail, with the ability to manage multiple accounts and competing customer needs effectively. Adaptability and initiative: A proactive, customer-focused approach, with the ability to work independently, solve problems creatively, and build scalable processes in a dynamic environment. Cross-functional collaboration: Demonstrated ability to work effectively with Sales, Product, and other internal teams to deliver customer outcomes and support business objectives. Benefits: Professional growth: Opportunities to develop your Customer Success expertise, strengthen strategic account management skills, and expand your understanding of SaaS and customer engagement. Meaningful customer impact: Help organizations achieve measurable business outcomes by improving platform adoption, strengthening customer relationships, and identifying opportunities for long-term success. Cross-functional collaboration: Work with colleagues across Sales, Product, and other teams in a collaborative environment that values customer advocacy and shared success. Data-driven working environment: Use customer insights, health metrics, reporting tools, and scalable engagement strategies to make informed decisions and improve portfolio performance. International exposure: Collaborate with customers across North America, engaging with diverse industries, customer personas, and cultural environments. Bilingual career development: Apply and further strengthen your English and Spanish communication skills in a customer-facing, international role.