Growth & Retention Architect – Customer Success

Terrific; México; On-site; MXN 420,000 - 660,000; Full time

Job summary

Terrific is hiring a Customer Success Manager to own and scale the post‑sale lifecycle for mid‑market and enterprise customers in our social commerce platform. You will shape onboarding, activation, adoption, retention, and expansion, collaborating with Product and Sales to drive measurable outcomes.

You will build playbooks and touchpoints to reduce churn and grow ARR while turning customers into long‑term growth partners.

Qualifications

• 2+ years in Customer Success, Account Management, or similar roles
• Experience working with SaaS products and customer lifecycles
• Strong ability to manage relationships and drive outcomes
• Experience onboarding and supporting mid‑market or enterprise customers
• High ownership and proactive mindset
• Nice to Have: Experience in eCommerce, media, or digital platforms
• Nice to Have: Experience in fast‑paced or early‑stage environments
• Nice to Have: Familiarity with tools like HubSpot, Gainsight, Intercom
• Nice to Have: Experience working closely with product teams

Responsibilities

• Own the customer lifecycle end‑to‑end: Onboarding → Activation → Adoption → Retention → Expansion
• Own a portfolio of mid‑market and enterprise customers
• Lead onboarding and ensure fast time‑to‑value
• Drive product adoption and ongoing engagement
• Build strong relationships with key stakeholders
• Activation & Adoption: identify friction points and guide customers to best practices
• Retention & Expansion: monitor account health, drive renewals and expansion
• Product & Feedback Loop: represent the voice of the customer and surface insights
• Systems & Scale: help build playbooks, dashboards, and scalable processes

Job description

Terrific is hiring a Customer Success Manager to own and scale the post‑sale lifecycle for mid‑market and enterprise customers in our social commerce platform. You will shape onboarding, activation, adoption, retention, and expansion, collaborating with Product and Sales to drive measurable outcomes.

You will build playbooks and touchpoints to reduce churn and grow ARR while turning customers into long‑term growth partners.