Customer Success Manager

Growth Institute; Ciudad de México; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A global education company is seeking a Customer Success Manager to enhance client relationships and drive customer growth. This remote role requires bilingual proficiency in English and Spanish and at least 5 years of relevant experience. Candidates should have a strong understanding of the customer lifecycle and be comfortable navigating a fast-paced environment.

Servicios

Competitive salary based on experience

Performance-based bonuses

Unlimited paid time off

Financial support for training and development

Formación

• 5+ years in Customer Success or similar roles.
• Experience managing onboarding, retention, and expansion.
• Proven track record of driving renewals and upsell.

Responsabilidades

• Act as a strategic advisor for high-impact clients.
• Lead onboarding and ensure customer satisfaction.
• Identify growth opportunities and support renewals.

Conocimientos

Bilingual in English and Spanish

Customer Success expertise

Strong understanding of CS metrics

Experience in B2B SaaS

Project management skills

Educación

Bachelor’s degree or equivalent experience

Herramientas

CRM platforms

Learning Management Systems (LMS)

Collaboration platforms (G-Suite, Slack)

Descripción del empleo

Director Customer Experience & Success | SaaS | PM

About Growth Institute

We’re a fast-growing, remote-first company on a mission to help Leaders of mid-market companies scale with confidence and drama free. Through executive education and curated learning journeys, we bring together world-class faculty, communities of practice, and scalable frameworks to fuel growth worldwide.

Our Customer Success team is at the heart of that mission—helping our clients achieve meaningful business results, while building long-term, trust-based partnerships.

We’re looking for a Customer Success Manager (CSM) who can blend strategic thinking with hands-on execution to make our customers successful and help us scale globally.

What You’ll Do

You’ll own relationships across the full customer lifecycle, ensuring every client sees value, stays engaged, and grows with us. Key responsibilities include:

Customer Relationships & Advisory

• Act as a strategic advisor for a portfolio of high-impact B2B and B2C clients.
• Build trust with senior stakeholders—including C-level leaders—through business reviews and long-term success planning.
• Advocate for customer needs with Product, Tech, and Experience teams, influencing roadmap and priorities.

Onboarding & Retention

• Lead onboarding and implementation so customers reach value quickly and stay engaged.
• Spot risks before they become churn and drive clear action plans to resolve them.
• Design and deliver scalable frameworks (success plans, onboarding playbooks, customer health scoring, VOC feedback loops).

Growth & Expansion

• Partner with our Commercial team to identify expansion opportunities, support renewals, and contribute to upsell strategies.
• Help connect customer success with revenue outcomes, ensuring clients grow—and so do we.

Operational Excellence

• Build internal resources (documentation, playbooks, templates) that make the team smarter and faster.
• Lead or contribute to cross-functional projects that improve onboarding, customer experience, and retention.

What Success Looks Like

• Customers get successfully onboarded - personalized follow up through various channels
• Customers renew and expand because they’re achieving their business goals
• Customer Engagement metrics (NPS, CSAT, course completion, community activity) stay strong.
• You help shape scalable CS systems that support Growth Institute’s next stage of growth.
• Customers see you and Growth Institute as true partners in their journey.

What We’re Looking For

Languages

• Must be 100% bilingual in English and Spanish (written and spoken). You’ll use both daily, and our interview process will be in both.

Customer Success Expertise

• Experience managing the full customer lifecycle: onboarding, retention, expansion.
• Strong understanding of CS metrics (Retention Rate, Churn Rate, MRR, CLTV, CES, etc.) and how to use them.
• Proven track record creating success plans, identifying risks, and driving retention.

Industry & Tools

• Background in B2B SaaS, executive education, or learning and development is a plus.
• Comfortable with SaaS tools—CRM, LMS, and collaboration platforms (e.g., G-Suite, Slack, Intercom, Hivebrite, HubSpot, Segment, Chart Mogul, Notion, Asana, etc).

Ways of Working

• Thrive in a fast-paced, remote-first environment.
• Comfortable switching between strategy and execution.
• Can navigate ambiguity and create structure where none exists.
• Collaborative, but also confident making decisions and driving outcomes.

Experience

• 5+ years in Customer Success, Implementation, or similar post-sales roles.
• Experience leading cross-functional projects or building CS infrastructure.
• Track record of driving renewals and expansion.
• Bachelor’s degree or equivalent experience.
• Competitive salary based on experience and skills
• Performance-based bonuses.
• 100% remote role with global colleagues.
• Work schedule aligned to U.S. Central Time (flexibility within that range).
• Unlimited paid time off and vacation days.
• Financial support for training, education, and professional development.
• Additional benefits (depending on country of residence).

How to Apply

If you’re excited about making customers successful and scaling a global learning platform, we’d love to hear from you! Please submit your application online.

Why Join Us?

At Growth Institute, you’ll have the autonomy to shape how Customer Success scales in a high-growth, mission-driven start-up environment. You’ll work closely with global Business Leaders, contribute to Customer transformation, and help us redefine what Executive Education looks like.

This isn’t just another CS role—it’s a chance to build, experiment, and make a lasting impact.

Equal Opportunity: We celebrate diversity and are committed to creating an inclusive environment for all team members.

• Nivel de antigüedad: Intermedio

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