We are looking for a Customer Success Manager to join our team and own the adoption, retention, and growth of existing customer locations. This role plays a critical part in ensuring long-term customer satisfaction, maximizing retention, and identifying expansion opportunities across a portfolio of assigned accounts.
This is a highly relationship-driven role, ideal for someone who enjoys working closely with customers, analyzing usage and health metrics, and proactively addressing risks while collaborating cross-functionally with Growth and internal teams.
Key Responsibilities
-
Customer Onboarding & Adoption Partner with the onboarding team to ensure new locations are fully onboarded, trained, and actively using the platform within established timelines. Support customers during early adoption to drive long-term success.
-
Account Management & Retention Own the health of assigned accounts by maintaining strong relationships, proactively managing renewals, and identifying potential risks early. Work to improve overall customer health and retention across your portfolio.
-
Quarterly Business Reviews (QBRs) Prepare and deliver QBRs that highlight product usage, outcomes, adoption trends, and potential growth opportunities. Present insights and recommendations to customer leadership teams.
-
Customer Engagement Maintain regular, value-driven communication with customers through meetings, check-ins, and personalized outreach. Ensure customers feel supported, informed, and confident in the value they receive.
-
Cross-Functional Collaboration Collaborate closely with Growth Managers and Pipeline & Programs teams to support multi-location expansions, upsell opportunities, and risk mitigation strategies for at-risk accounts.
-
Account Rescue & Risk Management Identify accounts in severe or at-risk status and actively work on recovery plans to improve engagement, usage, and overall health.
Requirements
- Experience in Customer Success, Account Management, Client Services, or a related role
- Strong customer-facing communication skills
- Ability to manage multiple accounts and priorities simultaneously
- Comfort working with metrics, dashboards, and customer usage data
- Proven ability to collaborate cross-functionally
- Strong problem-solving and relationship-building skills
- Experience supporting multi-location or enterprise customers
- Background in SaaS, healthcare, senior living, or technology-enabled services
- Experience leading QBRs or executive-level customer conversations
- Advanced English
- Located in Guadalajara and open to a 3x2 hybrid setting (Must)
Benefits
- 🎄 Christmas Bonus: 30 days, to be paid in December.
- 🩺 Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
- 🩹 Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
- 😁 Dental Insurance: Always smile with confidence!
- 💼 Life Insurance
- 🌴 Vacation Days: 12 vacation days.
- + 📅 Floating Holidays: 3
- 📱 Cell Phone Reimbursement & Transportation Subsidy.
- 🌐 Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
- 🌍 Multicultural Exposure: Work with operations within Mexico and the United States.
- 🎉 MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
- 💸 Exclusive Discounts: Benefits with different companies for being part of MezTal.
- 📚 Academic Agreements: Access to national universities and language schools.
- 🚀 Career Growth: We will search for the best conditions for progressing in your career.
