Analista De Éxito Del Cliente (Cw)

Informa Markets; Xico; On-site; MXN 420,000 - 660,000; Full time

Benefits offered by this job

Health and dental benefits

Hybrid work model

Professional development

Job summary

Informa Markets in Naucalpan, State of Mexico, seeks an experienced Customer Success Manager to nurture client relationships and drive value from our SaaS solutions. You will be the main contact for a portfolio of clients, guiding them through onboarding, adoption, and ongoing success in a proactive, results‑oriented role.

You will collaborate with product and sales teams, monitor client health, and identify upsell opportunities while supporting a flexible hybrid work environment and ongoing

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience in Customer Success, Account Management, or similar client-facing roles.
• Excellent communication, negotiation, and presentation skills.
• Strong understanding of SaaS products and technology landscape.
• Experience with CRM and Customer Success platforms (Salesforce, Gainsight).
• Familiarity with Naucalpan, State of Mexico business environment.

Responsibilities

• Develop and manage relationships with a portfolio of clients.
• Understand client needs and advise on solutions.
• Oversee onboarding and implementation of new clients.
• Monitor client health and address risks.
• Drive product adoption and maximize platform usage.
• Conduct regular business reviews with clients.
• Provide feedback to product and sales teams.
• Identify upsell/cross-sell opportunities.
• Provide ongoing training and support to clients.

Skills

Customer success

Account management

Communication

Negotiation

Presentation skills

Relationship building

Proactivity

Education

Bachelor's degree in Business Administration, Marketing, or a related field

Tools

Salesforce

Gainsight

Job description

Our client, a fast-growing technology firm, is looking for an experienced and dedicated Customer Success Manager to join their team based in Naucalpan, State of Mexico. This vital role focuses on building and nurturing long-term relationships with our clients, ensuring they derive maximum value from our solutions. You will be the primary point of contact for a portfolio of clients, guiding them through implementation, adoption, and ongoing success. We seek a proactive, relationship‑oriented individual with a strong business acumen and a passion for helping customers achieve their goals. Your expertise will be key to reducing churn and increasing customer lifetime value, making a significant impact on our business growth.

Key Responsibilities

• Develop and maintain strong, long‑lasting relationships with a portfolio of assigned clients.
• Understand client needs and business objectives to proactively offer solutions and guidance.
• Oversee the successful onboarding and implementation of new clients.
• Monitor client health and proactively address any potential risks or issues.
• Drive product adoption and ensure clients are leveraging the full capabilities of our services.
• Conduct regular business reviews with clients to assess progress and identify new opportunities.
• Act as the voice of the customer internally, providing feedback to product and sales teams.
• Develop strategies to minimize customer churn and maximize retention rates.
• Identify upsell and cross‑sell opportunities within the existing client base.
• Provide ongoing training and support to clients to ensure their success.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Proven experience in Customer Success, Account Management, or a similar client‑facing role.
• Excellent communication, negotiation, and presentation skills.
• Strong understanding of SaaS products and the technology landscape.
• Ability to build rapport and trust with clients at various levels.
• Demonstrated ability to manage multiple client accounts simultaneously.
• Proactive and results‑oriented mindset.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Familiarity with the business environment in Naucalpan, State of Mexico.
• A genuine passion for customer advocacy and helping clients succeed.

Benefits

We offer a competitive compensation package, including a base salary and performance incentives. You will receive comprehensive health and dental benefits, opportunities for professional development and training, a flexible hybrid work model, and a collaborative and innovative work culture. Join a team that is dedicated to making a difference for its clients and offers significant career growth potential within a leading company. This role in Naucalpan provides a unique opportunity to shape customer success.