Customer Success Manager, Mexico City

Openings at Glia; Ciudad de México; Presencial; MXN 1,080,000 - 1,441,000; Jornada completa

Descripción de la vacante

A leading AI customer service company in Mexico City is seeking a Scaled Customer Success Manager to optimize customer engagement through automated strategies. The role requires managing a high volume of customers, utilizing tools like Gainsight and HubSpot. Candidates should have over 4 years of experience in a relevant field, strong analytical skills, and excellent communication abilities. This position involves working in the office 5 times a week and occasional travel to the US for team collaboration and strategic meetings.

Formación

• 4+ years of experience in customer success, program management, or digital marketing.
• Proven track record in driving customer success outcomes.
• Ability to prioritize initiatives using data.

Responsabilidades

• Own and build automated customer engagement strategies.
• Design scalable programs for broad customer bases.
• Utilize CRM and analytics tools to track customer health.

Conocimientos

Customer Success platform proficiency

Marketing automation tools

Data analysis

Exceptional writing skills

Bilingual or fluent English

Educación

Bachelor’s degree

Herramientas

Gainsight

ChurnZero

HubSpot

Marketo

Descripción del empleo

About Glia

Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.

Valued at over $1 billion and named a Deloitte Technology Fast 500 company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.

The Role

We are seeking a highly analytical and tech-savvy professional to serve as a Scaled Customer Success Manager. This role is central to managing a high volume of customers through data-driven, tech-enabled programs and automation, rather than traditional one-on-one management. You will be responsible for creating, building, and optimizing automated customer journeys and scalable digital engagement strategies to maximize product adoption and drive measurable value.

What you'll do

• Automate Customer Engagement: Own the digital customer engagement strategy, building automated programs for critical customer lifecycle stages, including onboarding, training, and support.
• Develop Scalable Programs: Design, execute, and iterate on programs that support a broad customer base with timely and relevant resources.
• Leverage Digital and Video Touchpoints: Create and manage one-to-many resources such as in-app assistance, targeted email campaigns, custom training webinars, and video content to reach a broad audience and drive adoption. The focus will be on these digital touchpoints rather than traditional Executive Business Reviews (EBRs).
• Measure and Optimize: Utilize customer success platforms, CRM, and analytics tools to track customer health, measure the impact of scaled outreach, and identify trends to inform program development.
• Internal Advocacy: Champion the voice of the scaled customer internally, providing data-driven insights to our Product and Sales teams to inform the roadmap.
• Contribute to Vision: Identify and implement efficiency initiatives to continuously optimize the overall scaled customer experience and contribute to the company's Customer Success vision.

Requirements

• 4+ years of professional experience, ideally in a customer success, program management, or digital marketing role.
• Deep proficiency in a Customer Success (CS) platform (e.g., Gainsight, ChurnZero) or strong experience in Marketing automation tools (e.g., HubSpot, Marketo) is required.
• Proven experience in creating, launching, and iterating on programs that effectively drive customer success outcomes (e.g., adoption, retention).
• Ability to use data and analytics to prioritize initiatives, identify trends, and inform all program development.
• Exceptional writing and verbal skills, with the ability to distill complex information into clear, actionable insights for mass digital communication.
• Ability to work in a fast-paced environment and context-switch between projects.
• Bilingual or fluent English required.
• Bachelor’s degree required.
• Must be willing to be in office 5x/week.
• Must be willing to travel up to 10% of the time to the US for team meetings or strategic projects.
• Nice to Have: Previous professional experience working within or supporting a Bank or Credit Union, particularly in a role focused on operations, digital channels, or member experience.

*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.