Junior Customer Success Manager

TELUS Digital; Ciudad de México; Hybride; MXN 360 000 - 540 000; Plein temps

Résumé du poste

TELUS Digital India is seeking a Junior Customer Success Manager to support a high-volume customer segment within a collaborative Success Squad. You will own the commercial lifecycle, including renewal execution, risk management, and expansion identification, while working with a team of CSMs to ensure retention and revenue growth.

The role emphasizes a high-energy, detail-oriented approach and growth opportunities into a dedicated Customer Success path, with on-site and remote options depending

Qualifications

• 1–2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success) in a B2B SaaS or tech environment.
• Familiarity with SaaS metrics (ARR, Churn, Upsell) and contract terminology.

Responsabilités

• Own the end-to-end renewal process for high-volume accounts.
• Identify upsell opportunities and coordinate with sales team.
• Manage contract amendments, billing inquiries, and CRM data integrity.
• Address retention risks through escalation or value-based conversations.
• Collaborate with CSMs to provide a unified customer experience.

Connaissances

Customer-facing experience

CRM tools

Communication in English

Gainsight experience

Google Suite proficiency

Outils

Salesforce CRM

Gainsight

Google Workspace

Description du poste

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Junior Customer Success Manager

WP Engine

***Applicants should be available and willing to work on site and/or from home depending on business needs.***

Position overview

The Junior CSM is a dynamic, execution-focused role designed to support a high-volume customer segment. Unlike traditional CSM roles with a dedicated book of business, you will work as an integral part of a collaborative \"Success Squad\" consisting of CSMs and other specialists. Your primary mission is to own the commercial lifecycle—including positive face to face(virtual) partnership building activities, risk management, renewals, contract management, and expansion identification for a large set of customers, ensuring no revenue opportunity or retention risk is overlooked. An ideal candidate will exhibit high-energy, and be a detail-oriented individual who understands and/or eager to learn the commercial side of the tech industry and has a proven track record with personal face to face This is a foundational role with clear growth opportunities into a dedicated Customer Success Role.

Key responsibilities

Commercial Execution & Retention

Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).

Expansion Identification: As a team work to monitor account health and usage data to identify \"ready-to-buy\" signals, qualifying leads for upsells and passing them to sales team members.

Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.

Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.

CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs

Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.

Operational Excellence & Accountability

Data Integrity: Maintain a \"high bar\" for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.

Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad’s efficiency.

KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Requirements

• Meeting or exceeding all metrics in your current role for the last 3 months.
• Minimum of 95% Attendance.
• Minimum of 6 months as a TELUS Digital employee.
• Minimum of 6 months in the current position and current account/ department
• No active disciplinary processes.
• Schedule flexibility.
• Previous experience as Teacher or Trainer - Desired.

Core competencies

• Giving support
• focusing on customers
• embracing technology
• managing self-development

Functional competencies

• Accountability: You take personal ownership of the commercial outcomes for the customer pool and don't let small details slip through the cracks.
• Collaborative Spirit: You thrive in a \"we\" environment rather than an \"I\" environment, understanding that your commercial wins support the team’s overall health goals.
• Agility: You are comfortable pivoting between dozens of different customer interactions in a single day without losing focus or quality.

Qualifications

• Experience: 1-2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success), preferably within a B2B SaaS or tech environment.
• Commercial Mindset: Basic understanding of SaaS financial metrics (ARR, Churn, Upsell) and experience with contract terminology.
• Technical Proficiency: Experience using CRM tools like Salesforce and CS platforms like Gainsight. Proficient in Google Suite.
• Communication: Exceptional written and verbal communication skills in English; ability to manage high-volume call, email, and chat correspondence with professional \"Executive Presence.\"

If you have questions or comments about this open position write to: [emailprotected]

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic