Enterprise Customer Success Manager - Mexico City, Mexico

English proficiency at CEFR Level C1 or C2. Located in Mexico. Previous experience in a B2B client facing role (sales engineering, consulting, professional services, CSM, or technical account management). Previous experience implementing SaaS software applications and/or providing technical and strategic advisory services. Genuine passion for building and maintaining strong relationships. Great communication skills. Excellent organization, project management, time management skills. Able to gain consensus and get business and technical teams to work together. Able to build and support a business case to customer teams. Strong awareness of business processes and ability to translate them into enterprise application implementations. Effective team player dedicated to continuously improving customer advocacy.

Own the success of Gladly customers in achieving value through relationship-based customer service. Build lasting relationships with customer executives and managers. Proactively engage clients to drive product adoption and optimal product experiences. Partner with Sales Account Executives to develop and execute account plans. Serve as a product expert for customers, including deployment best practices and configuration. Act as a strategic advisor, recommending how to leverage the Gladly platform and improve processes. Resolve account issues quickly by leveraging internal resources. Contribute to Gladly's Customer Success program development, strategic planning, and customer engagement approach. Participate in pre-sales activities with prospective customers.