Customer Success Manager - Enterprise MX

CUSTOMER SUCCESS MANAGER – ENTERPRISE (MEXICO) Location: Mexico (Remote) Investors:

• Goldman Sachs Asset Management
• FinTech Collective
• Cometa COMPANY OVERVIEW Founded in 2019, Simetrik is a robust B2B platform powered by no-code and generative AI, empowering financial and operational teams to automate reconciliations end-to-end, manage risks, and streamline operations from a single, spreadsheet-inspired interface. Simetrik is a market leader in Latin America, handling two-thirds of the region’s transactions and serving clients such as PayU, Mercado Libre, Rappi, PagSeguro, Falabella, Oxxo, Itaú, Nubank, and partnering with industry leaders like Deloitte. With expansion into Asian markets including India and Singapore, Simetrik now operates in over 35 countries, monitoring more than 200 million records daily. EXECUTIVE TEAM
• Alejandro Casas Caro – Co-Founder & CEO
• Santiago Gómez – Co-Founder & COO
• Felipe Pardo – CFO
• Juan Pablo Boccardi – VP of GTM ABOUT THE ROLE As a Customer Success Manager – Enterprise at Simetrik, you will own value realization across a portfolio of enterprise customers. You are responsible for ensuring that customers consistently use the platform, achieve measurable outcomes, and expand adoption through structured engagement, data-backed conversations, and strong stakeholder management. This is a customer-facing, outcomes-driven role where success is defined by the consistency and quality of your execution: staying close to your accounts, uncovering expansion opportunities, surfacing risk early, and translating product usage into ROI narratives that resonate with senior stakeholders. WHAT DOES SUCCESS LOOK LIKE? A successful Enterprise CSM at Simetrik:
• Maintains consistent and measurable portfolio coverage, engaging monthly with the majority of assigned accounts.
• Uses platform data, reporting, and health indicators to drive proactive customer conversations.
• Demonstrates improvements in adoption and usability metrics tied to defined business outcomes.
• Builds and advances a visible expansion opportunity pipeline (cross-sell & upsell) with qualified business cases.
• Identifies commercial and adoption risk early, executing mitigation plans well before renewal cycles.
• Leads executive-level conversations centered on ROI, operational impact, and value proposition—positioning Simetrik as a strategic partner. IMPACT & SCOPE This role directly impacts Simetrik’s Net Revenue Retention and expansion growth strategy. As the CSM for enterprise accounts, you own the performance and commercial durability of a portfolio of strategic customers. You drive adoption, demonstrate measurable ROI, and surface risk early to ensure renewal predictability and expansion readiness. You collaborate closely with Product, Revenue, and Operations, aligning internal teams to deliver outcomes that nurture long-term partnerships and directly influence revenue stability and growth. KEY RESULTS (FIRST 3–6 MONTHS) First 30–60 days:
• Complete onboarding and demonstrate strong product fluency by leading customer conversations focused on business outcomes.
• Establish structured portfolio governance for assigned accounts; define meeting cadence, map stakeholders, document success plans.
• Achieve consistent and trackable portfolio coverage, ensuring active customer engagement each month. By Month 3:
• Achieve 80%+ structured monthly portfolio coverage with documented touchpoints and clear next steps in CRM.
• Build a visible and qualified expansion pipeline by identifying cross-sell and upsell opportunities with business cases.
• Proactively surface commercial/adoption risk via health indicators and usage data; implement mitigation plans before renewal. By Month 6:
• Demonstrate measurable improvements in adoption and usability metrics tied to business outcomes.
• Lead executive business reviews, clearly articulating ROI delivered and strategic impact.
• Contribute to renewal predictability and expansion execution, partnering with Revenue and cross-functional teams for long-term growth. RESPONSIBILITIES
• Own the end-to-end customer journey for a portfolio of enterprise accounts.
• Build and maintain relationships with key stakeholders, including senior decision makers.
• Drive structured governance: cadence, agendas, follow-ups, escalation paths, and accountability.
• Translate product usage and operational data into business-impact conversations (ROI, savings, efficiency).
• Identify expansion opportunities and partner with revenue leaders to execute land-and-expand strategies.
• Detect and mitigate risk early using health indicators, adoption signals, and stakeholder engagement.
• Coordinate with Product, Implementation, Support, and Revenue to unblock customer outcomes.
• Maintain accurate account context and activity tracking in CRM and internal tools. MUST-HAVE QUALIFICATIONS
• Bachelor’s degree in Business Administration, Marketing, Engineering, or related field.
• 4+ years in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environments.
• Demonstrated experience in SaaS customer-facing roles with enterprise customers, including renewals and expansions.
• Commercial acumen: understanding of renewals, contract value, and expansion strategy, with the ability to connect customer outcomes to revenue impact.
• Executive presence and ability to lead outcome-driven discussions with senior stakeholders.
• Analytical, data-driven mindset with experience using usage signals to build account strategies and ROI cases.
• High operational discipline and CRM documentation accuracy for renewal predictability.
• Proven ability to build relationships across multiple stakeholders and proactively mitigate risk.
• Fluent in English (written and spoken); Spanish is a plus. NICE-TO-HAVE QUALIFICATIONS
• Experience at organizations known for Customer Success rigor (e.g., HubSpot, Salesforce, Oracle, or high-performance SaaS environments).
• Familiarity with finance operations, reconciliations, enterprise reporting, or data-intensive workflows.
• Experience with value-based frameworks (e.g., MEDDPICC) and formal ROI/value realization programs.
• Experience supporting complex, technical products for enterprise clients. BENEFITS
• Well-funded and proven startup with ambitious plans and competitive salaries
• Entrepreneurial culture that encourages creativity and collaboration
• Open communication with company leadership
• Small, dynamic teams = massive impact
• 100% Remote Work (work from anywhere)
• $500 USD per year for learning and development
• 2 Family days and 1 day off for your birthday Simetrik welcomes applicants from all backgrounds and offers equal opportunity for employment. By applying, you authorize Simetrik to use your data for hiring purposes in accordance with our Personal Data Treatment Policy https://simetrik.com/.

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