Customer Success Manager, SMB - Mexico

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Requirements:

• Fluency in English and Spanish.
• 1-3 years of experience in a customer success or client-facing role, ideally in SaaS.
• Strong interpersonal and communication skills (both written and verbal).
• Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Gainsight).
• Customer-centric mindset with a passion for helping clients achieve their goals.
• Strong time management and organizational skills.

Responsibilities:

• Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users.
• Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform.
• Assist with customer education to ensure a seamless transition from onboarding to customer success.
• Manage accounts by driving upsells, cross-sells, and successful renewals.
• Track and report on key customer success metrics, including engagement levels, product adoption, NPS, and renewal rates.