Customer Success Manager

BPOD; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

BPOD Latam, based in Mexico City, is seeking an experienced Customer Success Manager to join one of its esteemed partners. You will lead onboarding, nurture long-term relationships, and ensure customers achieve their desired outcomes with the company’s products.

In this role you will manage strategic relationships, track outcomes, identify renewal and upsell opportunities, and collaborate with Sales, Product, Support, and Marketing to maximize value for customers.

Qualifications

• Bachelor's degree in a business-related field (BA/Marketing/ Communications/ IT or equivalent).
• Proven experience in customer success, account management, customer experience, sales, or related customer-facing roles.

Responsibilities

• Onboarding customers and enabling effective use of the solution.
• Strategic relationship management; be the primary contact and understand customer objectives.
• Monitor success metrics, usage, and progress toward business goals.
• Identify churn risks and implement strategies to increase retention and satisfaction.
• Identify upsell and cross-sell opportunities in partnership with sales to drive growth.

Skills

Customer success

Account management

Relationship building

Analytical skills

Cross-functional

English fluency

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Job description

BPOD Latam is currently seeking an experiencedCustomer Success Manager
based inMexico City,to join one of its esteemed partners.

Mission

The mission of a Customer Success Manager (CSM) is to ensure that customers achieve their desired outcomes when using the company's products or services, driving customer satisfaction, retention, business growth, and long-term relationships.

Responsibilities

• Onboarding: Support new customers in implementing and utilizing the solution effectively to maximize value and achieve early success.
• Strategic Relationship Management: Serve as the primary point of contact, building trust and developing a deep understanding of customer needs and business objectives.
• Performance Tracking and Outcomes: Monitor success metrics, solution usage, and progress toward achieving the customer's business goals.
• Customer Retention: Identify potential churn risks and proactively implement strategies to increase customer satisfaction and reduce attrition.
• Account Growth: Identify upselling and cross-selling opportunities in partnership with sales teams to drive business expansion.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
• Proven experience in Customer Success, Account Management, Customer Experience, Sales, or a related customer-facing role.
• Strong relationship-building and stakeholder management skills.
• Ability to understand customer business objectives and align solutions to achieve desired outcomes.
• Experience managing customer onboarding, adoption, retention, and renewal processes.
• Strong analytical skills, with the ability to interpret customer data, usage metrics, and KPIs.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Experience working with CRM platforms such as Salesforce, HubSpot, or similar tools.
• Collaborative mindset with the ability to work cross-functionally across Sales, Product, Support, and Marketing teams.
• Knowledge of SaaS, cloud technologies, or technology solutions (preferred, depending on the industry).
• Fluency in English is required.

BPOD is a space for inclusion and diversity.

Here, we believe in building relationships grounded in trust, closeness, teamwork, and respect, while fostering professional development by supporting team members in their growth and progression within the organization.