LATAM Customer Success Manager

Tive; Ciudad de México; Hybrid; MXN 560,000 - 980,000; Full time

Benefits offered by this job

Hybrid options

Competitive equity

Global team

Job summary

Tive is seeking a results-driven Customer Success/Account Manager in Mexico City to manage a portfolio of SMB and Mid-Market accounts. You will onboard, drive adoption, conduct QBRs, and renewals, and partner with Sales, Enablement, and Support to ensure customers reach value quickly.

The role emphasizes building trusted relationships, leveraging dashboards to monitor KPIs, and delivering a predictable, high-quality customer experience while traveling occasionally and collaborating with a global

Qualifications

• Demonstrated ability to build trusted customer relationships, translate goals into clear success plans and actions.
• A data-driven, operationally disciplined mindset capable of interpreting dashboards, tracking KPIs, and driving execution.
• Strong communication and cross-functional collaboration skills with Sales, Enablement, Support.
• Strong organization and prioritization skills to manage multiple accounts, deadlines, risks, documentation, follow-up and playbook execution.
• Customer-first orientation with a focus on retention, value delivery and high-quality customer experience.
• Fluency in written and spoken Spanish is a must.

Responsibilities

• Follow standardized playbooks for onboarding, trials, adoption, and renewals across assigned accounts.
• Lead regular customer check-ins, account reviews, and QBRs to monitor progress and drive adoption.
• Manage a portfolio of SMB and Mid-Market accounts with accurate documentation and success plans.
• Oversee structured, timely trials with clear success criteria and milestone tracking.
• Use dashboards, health signals and product usage to identify onboarding, adoption, and churn risks; engage proactively.
• Own renewal and forecasting for SMB/MM accounts with timely communications and upsell/expansion opportunities.
• Coordinate with Support, Product, and Operations to ensure clear ownership and follow-through.
• Maintain current product knowledge and use training/resources to support customers.
• Capture customer feedback and communicate trends, risks, and opportunities to internal teams.
• Meet or exceed goals for retention, adoption, engagement, renewal forecasting, and satisfaction.

Skills

Relationship building

Data-driven mindset

Cross-functional collaboration

Prioritization

Customer-centric

Spanish fluency

Job description

Our ideal candidate has:

• Demonstrated ability to build trusted customer relationships, understand business goals, and translate them into clear success plans and actions.
• A data-driven, operationally disciplined mindset capable of interpreting dashboards, tracking KPIs, and driving consistent execution.
• Strong communication and cross-functional collaboration skills, with the ability to engage operational and executive customer stakeholders and partner effectively with Sales, Enablement, and Support.
• Strong organization and prioritization skills, with the ability to manage multiple accounts, deadlines, risks, documentation, follow-up, and playbook execution in a fast-paced environment.
• Customer-first orientation, with a commitment to retention, value delivery, and creating a predictable, high-quality customer experience.
• Fluency in both written and spoken Spanish is a must.

Nice to Haves:

• 2–4 years of Customer Success or Account Management experience.
• Experience in SaaS, IoT, logistics, or supply chain environments.
• Experience managing the customer lifecycle from onboarding and trials through adoption, QBRs, success planning, and renewals.
• Experience identifying workflow improvements or using automation to manage accounts efficiently.
• Strength in running forecasting, churn reviews, and health-check cadences.

What you’ll be doing:

• Follow standardized playbooks for onboarding, trials, adoption, and renewals across assigned accounts.
• Lead regular customer check-ins, account reviews, and QBRs to monitor progress, drive adoption, align on priorities, and agree on next steps.
• Manage a portfolio of SMB and Mid-Market accounts, maintaining accurate documentation and success plans aligned to each customer’s goals, use cases, and measurable outcomes.
• Manage structured, timely trials with clear success criteria, milestone tracking, and documented outcomes.
• Use dashboards, health signals, order activity, and product usage to identify onboarding, adoption, and churn risks; engage customers proactively and coordinate timely intervention or escalation so they reach value quickly.
• Own the renewal and forecasting process for assigned SMB/MM accounts, including timely customer communication, annual volume discussions, and partnership with Sales on upsell or expansion opportunities.
• Serve as the primary post-sale point of contact, coordinating customer needs, issues, and escalations with Support, Product, Operations, and other internal teams to ensure clear ownership and follow-through.
• Maintain current product and process knowledge and use available training and customer-facing resources to support customers effectively.
• Capture customer feedback and communicate trends, risks, and opportunities to the appropriate internal teams.
• Meet or exceed defined goals for retention, product adoption, customer engagement, renewal forecasting, and customer satisfaction.

Need to know info:

• This is an individual-contributor role with no direct people-management responsibilities and a portfolio of approximately 50–60 accounts.
• May require occasional after-hours customer communication depending on account time zones or urgent renewal timelines.
• This role partners closely with Sales, which may require tight coordination during quarter-end cycles.
• Occasional travel may be required for team meetings, customer visits, or cross-functional sessions.

What does Tive offer?

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice.
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.