Customer Success Manager / Lead

Hirelatam; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A premier recruitment agency is seeking a Remote Customer Success Manager Lead to manage and develop a team of Customer Success Managers. This role involves driving key performance indicators related to customer onboarding and retention. The ideal candidate will have significant experience in SaaS, strong analytical and communication skills, and a bachelor's degree. This position is fully remote from Mexico, offering a competitive salary based on experience. Be a part of a dynamic team shaping customer experiences.

Formación

• 3+ years of experience leading customer‑facing SaaS teams.
• Proven delivery of onboarding and adoption programs at scale.
• Strong analytical and program management skills.

Responsabilidades

• Directly manage and develop a team of Customer Success Managers.
• Own the customer journey and drive key performance indicators.
• Monitor onboarding and adoption progress through CRM.

Conocimientos

Leading customer‑facing SaaS teams

Cross-functional collaboration

Analytical skills

Communication skills

Educación

Bachelor's degree or equivalent experience

Herramientas

Freshdesk

Tableau

Descripción del empleo

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies.

With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success.

Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Customer Success Manager Lead – Mexico (100% Work From Home)

Location: Remote from Mexico

Position Type: Full‑time

Salary: 38,500 MXN / month, depending on experience.

Schedule: Monday‑Friday, business hours Mexico Time.

Job Overview

Our client is a cloud‑based, all‑in‑one white‑label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth.

They are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond.

Their platform empowers users across industries to streamline operations, drive growth, and crush their goals.

The company processes over 15 billion API hits and handles more than 2.5 billion message events every day.

Their platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

Responsibilities

• Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest‑value segments.
• Own the customer journey; drive KPIs including onboarding completion, time‑to‑value, scheduled meeting attendance, product adoption milestones, and health score (% in "green").
• Ensure CSMs deliver proactive, high‑touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow‑up, and post‑call actions.
• Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long‑term relationship management.
• Develop and lead proactive outreach programs that drive greater adoption of new add‑on products and optimization of current customer implementations.
• Monitor all customer onboarding and adoption progress in CRM / Freshdesk; identify trends, risks, and at‑risk accounts for intervention.
• Facilitate seamless cross‑functional collaboration with Implementation Advisors, AMS for CSQLs‑CSM, TAMs for technical support escalation, Product / Enablement / Training for feedback loops, process improvements, and feature insights, Support team for priority Q&A.
• Serve as escalation point for at‑risk or blocked customers during onboarding / adoption phases, driving faster resolution and customer rescue strategies.
• Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards.
• Maintain regular team stand‑ups, coaching sessions, and continuous enablement, developing both process excellence and team culture.
• Ensure feedback from onboarding / adoption engagements is captured for continuous product, process, and customer experience improvement.
• Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers.
• Oversee engagement and communication with enterprise accounts.

Qualifications, Skills and Key Competencies

• Bachelor's degree or equivalent experience.
• 3+ years of experience leading customer‑facing, SaaS teams (CSM, onboarding or Account Management).
• Proven delivery of onboarding, adoption, or customer health programs at scale (team of ...).
• Preferred: Dedicated people manager, passionate about mentoring, leading, and contributing to the professional development of your team.
• Experience with cross‑functional collaboration (Implementation, Account Management, Product, Support, Training).
• Hands‑on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.).
• Strong analytical, process‑building, and program management skills (KPI and SOP ownership).
• Demonstrated data‑driven approach to problem solving.
• Track record of coaching, mentoring, and empowering high‑performance teams.
• Excellent communication, collaboration, presentation and time‑management skills.
• Proactive and inquisitive; not hesitant to seek clarification.

Key Success Metrics

• Onboarding completion % (within goal timeframe)
• Product adoption & milestone attainment rates (within 90 days)
• Customer health: % of accounts in "green"
• Show / no‑show rate on scheduled CSM calls
• CSAT / NPS on onboarding / adoption experience
• Volume and quality of CSQLs referred to AMs
• Engagement rates
• Escalation / rescue response and success rates (KPIs for this role may evolve over time based on business needs and strategic priorities)