Customer Success & Operations Manager (Mexico)

Operationsarmy; Xico; Presencial; MXN 898,000 - 1,258,000; Jornada completa

Descripción de la vacante

A growing startup in Mexico seeks a Customer Success & Operations Manager to manage high-value customer relationships and oversee offshore teams. The ideal candidate will excel in relationship management, operational problem-solving, and team coordination. This role requires experience in customer success, the ability to create SOPs, and a proactive approach to communication. Join our dynamic team to contribute to operational excellence and customer satisfaction.

Formación

• Experience in customer success, client management, or consulting.
• Ability to create SOPs and handle escalations.
• Experience working with international teams or BPOs.

Responsabilidades

• Maintain customer relationships and oversee offshore teams.
• Supervise BPO staff and ensure adherence to SOPs.
• Monitor project progress and report on account health.

Conocimientos

Problem-solving

Written communication

People management

Relationship management

Descripción del empleo

About Us

We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.

Role Overview

As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.

What Youll Do

• Account Ownership — Serve as the main point of contact for assigned customer accounts and build/maintain relationships with senior client stakeholders.
• Conduct regular check-ins, QBRs, and performance reviews.
• Team & Talent Oversight — Supervise BPO staff performance on client accounts; ensure work quality, consistency, and adherence to SOPs; escalate issues and lead resolution across people, process, or client expectations.
• Operational Excellence — Create and maintain SOPs; identify inefficiencies or gaps and propose system/process improvements; coordinate with internal teams to align delivery and client goals.
• Project Management — Monitor project progress, timelines, and outcomes; support onboarding and transition of new client accounts; track metrics and report on account health and workforce performance.

What Were Looking For

• Experience in customer success, client management, or consulting; strong problem-solving, written communication, and people management skills.
• Experience working with international teams, BPOs, or distributed operations.
• Ability to create SOPs, manage multiple priorities, and handle escalations.
• A proactive, thoughtful communicator who can influence both clients and internal teams.

Preferred Backgrounds

• Ex-consultants (e.g., management consulting, operations) or former account/project managers in tech-enabled service businesses.
• Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plus.