Customer Success Manager - Real Estate Services

Langford Staffing; Ciudad de México; On-site; MXN 514,000 - 588,000; Full time

Job summary

Langford Staffing seeks a Customer Service Manager to lead a team of client-facing staff, ensuring workload balance, performance, and client-retention outcomes. This is a formal people-management role with direct reports; prior property-management or North American client exposure is a plus.

The role emphasizes coaching, process improvements, and cross-department coordination to uphold service quality during Eastern Time business hours. Strong leadership and communication are essential.

Qualifications

• Four or more years in customer experience, customer success, service delivery, account management, operations, property management, or similar.
• At least two years of formal people-management with direct reports in a client-facing or operational department.
• Experience coaching employees, evaluating performance, and addressing underperformance.
• Experience handling escalations, service failures, renewals, and client-retention risks.
• Experience coordinating across departments, vendors, or external partners; experience with KPIs, dashboards, CRM, ticketing, or workflow systems.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Ability to be assertive and direct while remaining calm and professional.
• Ability to work independently during Eastern Time business hours.
• Reliable internet, backup connectivity or power, and a professional environment for calls.

Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure priorities and deadlines are understood.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, and incomplete documentation.
• Create performance-improvement plans and recommend reassignment or replacement.
• Ensure customer onboarding, scheduled check-ins, and follow-ups.
• Identify dissatisfied or at-risk clients and lead service-recovery efforts.
• Monitor contract renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance-sensitive matters.
• Coordinate service requests across internal departments and external partners.
• Hold employees and service partners accountable for commitments.
• Ensure employees follow systems, documentation standards, and escalation procedures.
• Evaluate whether performance problems are workload, process, training, or individual.
• Produce reports identifying client risks, overdue work, team performance, and action.
• Improve workflows, service standards, reporting, and departmental accountability.

Job description

Langford Staffing seeks a Customer Service Manager to lead a team of client-facing staff, ensuring workload balance, performance, and client-retention outcomes. This is a formal people-management role with direct reports; prior property-management or North American client exposure is a plus.

The role emphasizes coaching, process improvements, and cross-department coordination to uphold service quality during Eastern Time business hours. Strong leadership and communication are essential.