Customer Experience Manager

Jobtailor; Región Centro; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a Senior Customer Success Manager to lead strategic engagements with executives and cross-functional teams. You will drive adoption, retention, and expansion across a multi-tier portfolio, guiding customers through value realization and ongoing success planning.

You will manage escalations, conduct business reviews, and collaborate with Product and Support to align outcomes with client objectives while working within a US-facing travel footprint up to 30%.

Formación

• 5+ years of Customer Success, Customer Experience, or Account Management experience.
• Ideally within a B2B SaaS environment.
• Experience managing client relationships in the U.S. or North American market strongly preferred.
• Professional/Advanced English, written and spoken.
• Valid U.S. visa and availability to travel to the United States.
• Availability to travel up to 30%.
• Experience building relationships with senior stakeholders and acting as a trusted advisor.
• Experience managing a portfolio across different account tiers.
• Understanding of customer adoption, retention, account health, and risk management.
• Comfort working with dashboards, usage metrics, and adoption trends.

Responsabilidades

• Build and maintain relationships with client executives, operational teams, and key stakeholders.
• Act as trusted advisor and primary point of contact for assigned clients.
• Develop and execute customer success plans aligned with client business objectives.
• Conduct regular business reviews and provide strategic recommendations.
• Ensure clients understand and maximize platform value.
• Manage client escalations and coordinate resolutions.
• Adapt engagement strategies based on account needs, potential, and risk.
• Identify opportunities to strengthen relationships, improve retention, and support account growth.
• Own portfolio health, engagement, and adoption metrics.
• Monitor dashboards and usage data to identify trends and at-risk accounts.
• Develop intervention plans for at-risk customers before renewal.
• Translate usage and adoption data into actionable client recommendations.
• Identify opportunities to increase adoption, retention, and upsell potential.
• Gather and organize client feedback to improve the customer journey.
• Advocate for clients during product roadmap discussions.
• Collaborate with Product and internal teams on customer needs.
• Improve customer success processes, tools, frameworks, playbooks, and training resources.
• Partner with Support teams on day-to-day needs while owning the overall client relationship.

Conocimientos

Customer Success

Account Management

Client Presentations

Business Reviews

Data Analysis

Risk Management

Adoption Strategies

Retention Strategies

Portfolio Management

Proactive Intervention Planning

Problem-Solving

Collaboration

Communication

Public Speaking

Relationship Building

Herramientas

Dashboards

Spreadsheets

Customer Data Tools

SaaS Platforms

Descripción del empleo

• Build and maintain relationships with client executives, operational teams, and key stakeholders


• Act as trusted advisor and primary point of contact for assigned clients


• Develop and execute customer success plans aligned with client business objectives


• Conduct regular business reviews and provide strategic recommendations


• Ensure clients understand and maximize platform value


• Manage client escalations and coordinate resolutions


• Manage a tiered portfolio of key, growth, and lower-touch accounts


• Adapt engagement strategies based on account needs, potential, and risk


• Identify opportunities to strengthen relationships, improve retention, and support account growth


• Own portfolio health, engagement, and adoption metrics


• Monitor dashboards and usage data to identify trends and at-risk accounts


• Develop intervention plans for at-risk customers before renewal


• Translate usage and adoption data into actionable client recommendations


• Identify opportunities to increase adoption, retention, and upsell potential


• Gather and organize client feedback to improve the customer journey


• Advocate for clients during product roadmap discussions


• Collaborate with Product and internal teams on customer needs


• Improve customer success processes, tools, frameworks, playbooks, and training resources


• Partner with Support teams on day-to-day needs while owning the overall client relationship

Requirements

• 5+ years of Customer Success, Customer Experience, or Account Management experience


• Ideally within a B2B SaaS environment


• Experience managing client relationships in the U.S. or North American market strongly preferred


• Professional/Advanced English, written and spoken


• Valid U.S. visa and availability to travel to the United States


• Availability to travel up to 30%


• Experience building relationships with senior stakeholders and acting as a trusted advisor


• Experience managing a portfolio/book of business across different account tiers


• Understanding of customer adoption, retention, account health, and risk management


• Comfort working with customer data, dashboards, spreadsheets, usage metrics, and adoption trends


• Ability to identify at-risk accounts and develop proactive pre-renewal strategies


• Experience conducting business reviews, client presentations, workshops, and strategic conversations


• Ability to translate customer needs into actionable recommendations


• Strong problem-solving skills and ability to manage complex client situations


• Ability to collaborate with Sales, Product, Engineering, Support, and cross-functional teams


• Strong presentation and public speaking skills


• Experience in Senior Living, healthcare, technology, or SaaS is a plus


• Startup or fast-growth environment experience is desirable


• Availability to collaborate during U.S. business hours

Core Competencies

Demonstrates expertise in managing client relationships and driving customer success in a B2B SaaS environment, with a focus on account health, retention, and adoption strategies. Proficient in translating customer data into actionable insights and recommendations while collaborating effectively with cross-functional teams.

Highest-signal resume keywords

• Customer Success Management


• Client Relationship Management


• Account Health Monitoring


• Data Analysis and Reporting


• Strategic Business Reviews

ATS Optimization Keywords

Hard Skills

• Customer Success


• Account Management


• Client Presentations


• Business Reviews


• Data Analysis


• Risk Management


• Adoption Strategies


• Retention Strategies


• Portfolio Management


• Proactive Intervention Planning

Soft Skills

• Problem-Solving


• Collaboration


• Communication


• Public Speaking


• Relationship Building

Industry Keywords

• B2B


• SaaS


• Senior Living


• Healthcare


• Technology

Tools & Technologies

• Dashboards


• Spreadsheets


• Customer Data Tools


• SaaS Platforms