Customer Success Manager, SMB - Mexico

Shopmonkey; México; Remote; MXN 420,000 - 600,000; Full time

Benefits offered by this job

Health insurance

Dental & vision coverage

Disability benefits

Employee assistance program

Parental leave

401(k) plan

Holidays & flexible time off

Volunteer programs

Job summary

Shopmonkey is seeking a Customer Success Manager to empower customers, drive adoption, and grow revenue within a remote Mexico-based team. You will build relationships with corporate accounts and franchises, conduct regular check-ins, and act as a trusted advisor to executives while collaborating with sales, implementation, support, and product.

The role requires bilingual English/Spanish, 1–3 years in SaaS CS, strong communication, and experience with CRM tools like Salesforce, Zendesk, and

Qualifications

• 1–3 years of experience in customer success or client-facing roles in SaaS.
• Fluency in English and Spanish.
• Strong interpersonal and communication skills.
• Experience with CRM tools (Salesforce, Vitally, Zendesk, Gainsight).
• Automotive industry experience is a plus.
• Customer-centric mindset with ability to build relationships.
• High emotional intelligence and organizational skills.
• Problem-solving mindset and startup adaptability.
• Self-directed, motivated and keen to learn.

Responsibilities

• Develop and maintain relationships with assigned customers including corporate accounts and franchises.
• Conduct regular check-ins to ensure high engagement and adoption of the platform.
• Identify customer needs and provide strategic recommendations for success.
• Act as trusted advisor to stakeholders and executives.
• Assist with onboarding and product walkthroughs to drive value.
• Drive upsells, cross-sells and renewals in collaboration with sales.
• Resolve customer issues quickly and remove adoption roadblocks.
• Track key success metrics and provide updates on account health.

Skills

English & Spanish

SaaS CS experience

Strong communication

Customer empathy

Tools

Salesforce

Vitally

Zendesk

Gainsight

Job description

The Customer Success Manager (CSM) will play a pivotal role in supporting customer engagement and growth initiatives. You will work closely with customers, ensuring they feel empowered, supported, and successful while using our platform. This role focuses on building relationships with clients of varying sizes, driving adoption of key products and features, and identifying opportunities to enhance customer satisfaction and retention. The CSM will collaborate with cross-functional teams, including sales, implementation, support, and product, to ensure customers are successful throughout their journey. Please note this remote position is for candidates based in Mexico only.

You’ll have an opportunity to:

Customer Relationship Management:

• Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users.
• Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform.
• Understand how customers' businesses operate, identify their unique needs, and make strategic recommendations to help them succeed.
• Become a trusted advisor to key stakeholders and executives, advocating for their success and business goals.

Onboarding and Product Adoption:

• Assist with customer education to ensure a seamless transition from onboarding to customer success.
• Conduct product walkthroughs to ensure customers effectively utilize key features and value-added products.
• Drive product adoption by proactively addressing customer challenges and recommending solutions.

Customer Growth and Retention:

• Manage accounts by driving upsells, cross-sells, and successful renewals.
• Partner with sales and commercial teams to identify and execute revenue growth opportunities.

Issue Resolution and Advocacy:

• Act as the primary point of contact for customer concerns, ensuring issues are addressed quickly and effectively.
• Remove roadblocks to adoption by identifying challenges and proposing solutions.
• Serve as the voice of the customer by representing customer feedback and use cases internally to improve the platform.

Customer Insights and Reporting:

• Track and report on key customer success metrics, including engagement levels, product adoption, NPS, and renewal rates.
• Provide regular updates on account health to internal stakeholders.

We are looking for you if you have:

• Fluency in English and Spanish
• 1-3 years of experience in a customer success or client-facing role, ideally in SaaS.
• Strong interpersonal and communication skills (both written and verbal).
• Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Zendesk, Gainsight).
• Automotive industry experience is a plus
• Customer-centric mindset with a passion for helping clients achieve their goals.
• High emotional intelligence (EQ) and empathy, with the ability to build strong relationships.
• Strong time management and organizational skills.
• Problem-solving mindset with a focus on delivering customer value.
• Ability to thrive in a dynamic, fast-paced startup environment.
• Self-directed, motivated, and continuously learning.

Why Shopmonkey ?

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees.

Health & Wellness

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire

Time Off

• 11 paid holidays
• Flexible time off - take the time off you need!

Giving Back

• Matching donations for approved charitable organizations
• Group volunteer efforts

Check out our founder's story , life page , or hear from real employees about what it's like to work at Shopmonkey.

Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.

About the Industry

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.

Headquartered in S