The Client Success Manager (CSM) is entrusted with owning the long-term success, retention, and expansion of MedTrainer's client accounts. This role functions as a consultative partner, translating the client's business goals into an adoption plan and value realization. You will drive proactive communications and touch-points, manage risk across your clients, and act as the client's advocate, ensuring the MedTrainer platform is aligned with the client's operational and financial initiatives. Success is measured by Net Revenue Retention (NRR) (growth and retention of our clients), ROI delivery, NPS (satisfaction), and the strength of client relationships.

What You’ll Do

Client Engagement & Relationships: Build and maintain strong client relationships to understand goals and support successful platform adoption.
Project & Adoption Support: Support onboarding follow-ups, monitor usage and engagement, and help clients adopt key features.
Value & Health Tracking: Track client value and health indicators, using data to proactively address risks and concerns.
Issue Resolution & Collaboration: Act as a point of contact for client issues, escalating and coordinating with internal teams as needed.
Client Feedback Advocacy: Share client feedback internally to help improve the product.
Renewals & Growth Support: Support renewals by documenting value and help identify upsell opportunities in collaboration with Sales.

What You Bring

Experience: Experience in client service or related client-support roles.

Soft Skills

Strong communication skills (verbal, written, and presentations).
Client-centric mindset with strong relationship-building and active listening.
Ability to manage multiple priorities in a fast-paced environment.
Analytical, proactive problem-solving approach.
Strategic thinker able to align client goals with business objectives.

Technical Skills

Strong analytical skills to interpret client data and metrics (e.g., NPS, usage).
Ability to quickly learn and adapt to new software tools.

Education: Bachelor’s degree in a related field preferred, but not required.

We Offer

Major medical expenses insurance
Savings Plan (Caja de Ahorro)
English classes
Lunch, Breakfast, drinks and snacks
Discount coupons in different medical specialties
1 Home Office Day per week
Base Salary: $25,000 - $30,000

Work Location

📍 This is a on-site position in Querétaro, Mexico with the opportunity for some home office based upon performance

If you’re passionate about building strong customer relationships and driving long-term success in a SaaS environment, we’d love to hear from you.

Please submit your resume in English to be considered.

MX Client Success Manager