What You'll Do
Manage key customer accounts with significant monthly recurring revenue and complex system configurations. Serve as the main point of contact, aligning customer goals with internal support teams to deliver seamless service experiences. Address advanced technical and operational challenges by coordinating with specialists across products and platforms.
Lead proactive customer engagements at least once per quarter to assess satisfaction, uncover expansion opportunities, and strengthen long-term retention. Collaborate with sales teams to explore ways to grow the customer’s use of available services. Forecast potential churn risks and work with leadership and business consultants to implement retention strategies.
Apply advanced project management techniques to oversee implementations, upgrades, and service improvements. Support team development by mentoring junior account managers and assisting leadership in coaching initiatives. Contribute to achieving a target Net Promoter Score of 80% by maintaining high service quality and strong end-of-ticket ratings.
Requirements
Candidates must submit their resume in English and be prepared for interviews in both English and Spanish. A high school diploma or equivalent is required, along with a bachelor’s degree, preferably in a field related to information technology or customer management. Two to four years of experience in a Customer Success Manager role is mandatory.
Proficiency in cloud technologies, server infrastructure, and computer hardware is expected. Familiarity with the company’s product offerings and support systems is essential. Strong skills in data analysis, client service, negotiation, and stakeholder management are required. Experience with billing and ERP software, MS Excel, formal writing, and presentation development is necessary for success in this role.
Core competencies include technical troubleshooting, cost-benefit analysis, revenue risk assessment, process improvement, and public speaking. Administrative capabilities and experience managing budgets are also important. The ideal candidate demonstrates a consistent ability to resolve complex customer issues using company policies and professional judgment.
Benefits
This position offers full remote work flexibility for residents of specified Mexican states: Mexico City, Estado de Mexico, Monterey, Aguascalientes, Nuevo Leon, Puebla, and Queretaro. The company has been recognized as a top workplace by Fortune, Forbes, and Glassdoor. It promotes equal opportunity employment regardless of age, color, disability, gender identity, genetic information, marital status, military or veteran status, nationality, race, religion, sexual orientation, or other legally protected traits.
Workplace accommodations are available for individuals with disabilities or special needs. Employees collaborate with skilled professionals in a culture focused on innovation, accountability, and making a lasting contribution to the IT industry. The environment supports agility, compassion, and continuous learning to meet evolving customer demands.
