Customer Success Manager — Adoption, Renewals & Growth

Loadsmart; Ciudad de México; Hybrid; MXN 450,000 - 750,000; Full time

Benefits offered by this job

Competitive salary

Equity package

PTO & sick leave

Job summary

Loadsmart, a logistics technology company, is hiring a Customer Success Manager in Mexico City to manage a portfolio of SaaS customers, ensure high satisfaction, educate users, and maximize wallet share over time. You will renew contracts, retain customers, and collaborate with Sales, Product, and Support to deliver an exceptional experience.

You will oversee the customer lifecycle, monitor adoption, identify risks, and drive improvements across onboarding and ongoing service models, while

Qualifications

• 2+ years of experience as a Customer Success Analyst or Account Manager for SaaS products.
• Proven track record in customer-facing roles.
• Excellent English language skills.
• Strong written and verbal communication to understand and meet customer expectations.
• Customer-oriented with genuine interest in the customer’s business.
• Problem-solving to deliver technical solutions that drive satisfaction and results.
• Interpersonal intelligence to navigate customer relationships.
• Ability to map internal stakeholders and influence decisions.
• Data analysis to generate insights and improve outcomes.
• CRM experience, preferably Salesforce.

Responsibilities

• Monitor onboarded customers to ensure product adoption and coordinate with Onboarding for milestones.
• Guide customers through their life cycle and understand their business needs and objectives.
• Identify risks related to results, adoption, disengagement and dissatisfaction.
• Identify opportunities to improve outcomes and product evolution.
• Ensure contract renewals and customer retention.
• Retain customers to prevent churn and upsell/cross-sell where appropriate.
• Drive resolution of account issues across departments (Billing, Support, Product).
• Represent the voice of the customer to Sales, Product, Finance and Support.
• Interview and survey customers to gain feedback per process.
• Learn the product in depth to become a SME on system functionality.
• Monitor support interactions to ensure expectations are met.
• Contribute to onboarding and service model improvements.
• Contribute to building stronger processes.

Skills

SaaS customer success

Account management

English proficiency

Communication skills

Problem-solving

Interpersonal skills

Data analysis

Influence

CRM experience

Tools

Salesforce

Job description

Loadsmart, a logistics technology company, is hiring a Customer Success Manager in Mexico City to manage a portfolio of SaaS customers, ensure high satisfaction, educate users, and maximize wallet share over time. You will renew contracts, retain customers, and collaborate with Sales, Product, and Support to deliver an exceptional experience.

You will oversee the customer lifecycle, monitor adoption, identify risks, and drive improvements across onboarding and ongoing service models, while