Customer Success Manager, Americas

Roambee Mexico, S De Rl De Cv; Puebla de Zaragoza; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading customer solutions firm in Puebla is seeking a Customer Success Manager to enhance customer experience and ensure satisfaction. This role requires over 5 years of experience in client-facing positions and familiarity with CRM tools, specifically Salesforce. You will manage renewals and upsells, and support clients throughout their journey with the company's services. The role offers flexible working arrangements. Competitive compensation includes salary, bonuses, and stock options.

Servicios

Competitive salary

Performance bonuses

Stock options

Formación

• 5+ years of experience in customer-facing roles, ideally as a Business Consultant.
• Experience with presales activities, conducting demos, and writing SOWs.
• Ability to translate customer needs to technical teams.

Responsabilidades

• Drive customer retention and satisfaction as a knowledgeable advisor.
• Own renewals and upselling opportunities.
• Support onboarding and training throughout the customer journey.

Conocimientos

Customer retention expertise

Project management

Proactive communication

Technical proficiency with CRM tools

Problem-solving skills

Educación

Bachelor's degree in relevant field

Herramientas

Salesforce

Descripción del empleo

As a Customer Success Manager, you will cater to medium and commercial accounts in the Americas (US, Canada, Mexico).

You will be responsible for the success of Roambee's customer‑centric vision and meeting business goals throughout their journey, delivering exceptional customer service, identifying client solution requirements, aligning resources to execute them, and interface with customers regarding operations as needed.

Bring your experience and ideas and be a part of creating success!

This position is preferably based out of Puebla and reports to our Head of Customer Success, Commercial Accounts.

Your Areas of Responsibility

• Drive customer retention, reduce churn and improve customer satisfaction by being a knowledgeable advisor to the customer.
• Continually review and evolve the account, making sure the customer understands and uses the solution to derive value.
• Own renewals, upsells and cross‑sell revenue.
• Work independently on the technical and operational implementation of Roambee's solution with new accounts and proofs of value.
• Support with demos, onboardings, trainings and regular check‑ins during the entire customer journey.
• Be a pro‑active member of the CS team.
• Bring in own ideas into Roambee's customer‑centric strategy and evaluate their efficiency and success.
• Drive recurring customer meetings and reviews, including QBRs.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Respond to customer queries in a timely and effective manner.
• Document processes and log technical issues, as well as customer compliments and complaints.
• Drive customer engagement initiatives to improve and enhance their perceptions and experience.
• Contribute to the planning process, helping to shape the strategies and tactics within the team.
• Establish and report KPIs and performance metrics for your function.
• Develop strong relationships with business executives and engineering team to create successful engagements which grow Roambee's revenue.
• Work with our partners on sales and business development initiatives.

What We're Looking For

• 5+ years of experience in:
• Business Consultant, Business Reviews or other customer‑facing work
• Pre‑sales, conducting solution demos
• Writing SOWs (Statements of Work)
• Project management
• Translating the customer requirements to the internal engineering and data teams
• Multiple technologies and solutions experience with CRM’s like Salesforce
• Highly organized, with an ability to prioritize time‑sensitive assignments
• A proactive 'Can Do' person that is persuasive and has a proven track record driving successful projects
• Energetic, self‑motivated, with a strong propensity to succeed
• Interest in supply chain management or transportation and logistics industry experience is a big plus!
• Technical background in computer science, engineering or operations research are a plus
• Ability to travel nationally and internationally
• Preferably located in Puebla, Mexico but remote possible
• Fluent spoken and written English is mandatory, other languages are a plus.

Compensation is negotiable and depends on experience and skill level.

Our compensation consists of salary, performance bonus, and stock options.