Customer Success Manager

Nysonian; Tecate; A distancia; MXN 1,098,000 - 1,465,000; Jornada completa

Descripción de la vacante

A global lifestyle brand is seeking a Customer Success Manager to lead the Customer Experience team. This role focuses on delivering exceptional service, driving customer satisfaction, and managing performance metrics. The ideal candidate has over 5 years of experience in customer success, strong leadership skills, and is fluent in English and Spanish. The position offers competitive compensation with performance-based incentives and opportunities for growth within the organization.

Servicios

Competitive base salary with performance incentives

Growth opportunities within the organization

Dynamic and inclusive work environment

Formación

• 5+ years of experience in Customer Success, Customer Service Management, or Operations Leadership.
• Proven experience managing teams and achieving SLA/KPI performance targets.
• Highly organized with strong attention to detail and ability to manage multiple priorities.

Responsabilidades

• Lead, coach, and mentor the Customer Success & Support team.
• Monitor and analyze performance metrics to identify improvement opportunities.
• Develop and implement service strategies to improve customer retention.

Conocimientos

Leadership

Analytical skills

Conflict resolution

Problem-solving

Fluent in English and Spanish

Educación

Bachelor’s Degree in Business Administration or related field

Herramientas

CRM systems

Reporting tools

Descripción del empleo

Customer Success Manager / Gerente de Éxito del Cliente

📍 Location: Remote (Mexico) | Full-Time | Remote/Hybrid Option
Department: Customer Experience & Operations
Reports To: Director of Customer Experience

About Nysonian

At Nysonian, we exist to build the next generation of global lifestyle brands that inspire how people travel, move, and live.

Our portfolio includes:

• NOBL Travel — redefining modern travel with design, durability, and style.
• FLO Pilates — bringing balance, movement, and community to everyday life.
• Other emerging lifestyle brands connecting people worldwide through design and purpose.

We are a fast-growing, creative, and globally connected organization seeking passionate professionals who drive results, embody excellence, and thrive in collaborative environments.

Position Summary

The Customer Success Manager (CSM) will lead and develop the Customer Experience team to ensure exceptional service delivery and operational alignment with Nysonian’s global standards.

This role combines strategic leadership with hands-on management, driving customer satisfaction, SLA/KPI compliance, and continuous improvement. The ideal candidate is an empathetic yet data-driven leader passionate about building teams that deliver excellence in every interaction.

Key Responsibilities

• Lead, coach, and mentor the Customer Success & Support team to ensure consistent, high-quality service.
• Monitor and analyze performance metrics (SLA, KPI, customer satisfaction) to identify opportunities for improvement.
• Develop and implement service strategies to improve customer retention, loyalty, and engagement.
• Collaborate cross-functionally with Sales, Operations, and Product teams to optimize the end-to-end customer journey.
• Conduct regular performance reviews, training sessions, and development plans for team members.
• Manage escalations and act as the main point of contact for complex or high-impact customer issues.
• Drive continuous improvement initiatives, leveraging customer insights and performance data to enhance service quality.
• Prepare and present department performance reports to executive leadership.
• Promote a customer-centric culture through accountability, recognition, and professional growth initiatives.

Requirements

• Bachelor’s Degree in Business Administration, Communications, or a related field.
• Minimum 5 years of experience in Customer Success, Customer Service Management, or Operations Leadership.
• Proven experience managing teams and achieving SLA/KPI performance targets.
• Strong analytical and problem-solving skills; proficiency in CRM systems and reporting tools.
• Excellent leadership, communication, and conflict resolution abilities.
• Fluent in English and Spanish (spoken and written).
• Highly organized with strong attention to detail and ability to manage multiple priorities.
• Customer-first mindset with the ability to translate data insights into actionable results.

What We Offer

• Competitive base salary plus performance-based incentives.
• Growth opportunities within an expanding international organization.
• Cross-border collaboration with U.S.-based teams and global partners.
• A dynamic, inclusive, and mission-driven work environment.