(CE13CSM) Customer Success Manager - Remote, Guadalajara/CDMX

Baja Nearshore; Guadalajara; A distancia; MXN 600,000 - 900,000; Jornada completa

Descripción de la vacante

A growing company is seeking a Senior Customer Success Manager (CSM) to lead enterprise customer relationships and guide a team of creative specialists. The ideal candidate has over 5 years of experience, excels in navigating complex organizations, and possesses excellent communication skills. This role will be crucial as we expand into larger accounts, ensuring adoption of our services and driving customer growth in a fast-paced environment.

Formación

• 5+ years of Customer Success or Account Management experience.
• Experience handling enterprise-level accounts.
• Strong ability to communicate and influence stakeholders.

Responsabilidades

• Own and manage a portfolio of enterprise customers.
• Lead and mentor a pod of Designers/Creative Specialists.
• Prepare and lead QBRs and strategic reviews.

Conocimientos

Stakeholder Alignment

Communication Skills

Leadership

Problem-solving

Descripción del empleo

Job Description: Senior Customer Success Manager (Enterprise)

About The Role

We are looking for a seasoned Customer Success Manager (CSM) to join our client's growing team and take ownership of enterprise customer relationships. This role is critical as we expand into larger accounts (1,00010,000+ employees) and need a trusted partner who can confidently navigate complex organizations, drive adoption, and identify expansion opportunities.

This is not a junior CSM role. You will be expected to own relationships at a strategic level, lead a pod of creative and design specialists, and act as the quarterback who ensures value realization and customer growth.

Key Responsibilities

• Own and manage a portfolio of enterprise customers, building deep relationships with senior stakeholders.
• Navigate complex org structures, identify decision-makers, and ensure product adoption aligns with client KPIs.
• Lead and mentor a pod of Designers/Creative Specialists, providing strategic direction while ensuring delivery excellence.
• Partner with leadership to drive renewals and expansions acting as a trusted advisor who can influence outcomes.
• Prepare and lead QBRs, strategic reviews, and executive-level conversations.
• Proactively identify risks and create action plans to address challenges before they escalate.
• Collaborate cross-functionally with implementation, support, and product to ensure customer needs are met.
• Serve as a role model for the CSM team, helping to uplevel processes and best practices.
  
  
  

Qualifications

• 5+ years of Customer Success or Account Management experience, with at least 2+ years handling enterprise-level accounts.
• Strong ability to navigate complex customer organizations and drive stakeholder alignment.
• Excellent English communication and presentation skills persuasive, confident, and able to influence executives.
• Proven success leading QBRs, building ROI cases, and driving adoption/expansion in a SaaS or services-based business.
• Comfortable working in fast-paced, less-structured environments (startup/growth-stage).
• Nice to have: experience in design, creative services, or working closely with creative teams.
• Nice to have: familiarity with AI or digital tools to streamline design/content workflows.