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

Baja Nearshore; Región Centro; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A growing tech company in Mexico is seeking an experienced Customer Success Manager to own enterprise customer relationships. The role focuses on managing a portfolio, leading a creative team, and ensuring stakeholder alignment in a fast-paced environment. Candidates must have over 5 years in Customer Success, excellent communication skills, and experience with enterprise accounts. This position offers the opportunity to grow and influence customer strategies.

Formación

• 5+ years of Customer Success or Account Management experience, with at least 2+ years handling enterprise-level accounts.
• Excellent English communication and presentation skills, persuasive and confident.
• Experience leading QBRs and driving adoption in a SaaS or services-based business.

Responsabilidades

• Own and manage a portfolio of enterprise customers, building 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.

Conocimientos

Customer Success Management

Stakeholder Management

Communication Skills

Influencing Skills

Descripción del empleo

Overview

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 (1,000-10,000+ 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.

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.