LatAm Customer Success Manager: Drive Adoption & Renewals

Tive; Ciudad de México; Híbrido; MXN 400.000 - 560.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work options

Competitive equity

Descripción de la vacante

Tive, a leader in transparent logistics, is seeking a Customer Success Manager in Mexico City to manage a portfolio of SMB and Mid-Market customers post-sale.

You will drive adoption, deliver measurable value, coordinate renewals, and collaborate with Sales, Enablement, and Support to ensure a high-quality, long-term customer experience.

The role emphasizes data-driven engagement, strong communication, and organization to handle ~50–60 accounts and meet retention goals.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer relationships

Data-driven mindset

Cross-functional collaboration

Account prioritization

Descripción del empleo

Tive, a leader in transparent logistics, is seeking a Customer Success Manager in Mexico City to manage a portfolio of SMB and Mid-Market customers post-sale.

You will drive adoption, deliver measurable value, coordinate renewals, and collaborate with Sales, Enablement, and Support to ensure a high-quality, long-term customer experience.

The role emphasizes data-driven engagement, strong communication, and organization to handle ~50–60 accounts and meet retention goals.