Mgr Customer Success Sr.

Zebra Technologies; Ciudad de México; Híbrido; MXN 900,000 - 1,200,000; Jornada completa

Descripción de la vacante

A technology solutions provider in Mexico City is seeking a Customer Success Manager to manage a team and drive customer adoption of its products. You will enhance client relationships while identifying upsell opportunities and leading strategic projects. The ideal candidate has 5-10 years of experience, a Bachelor’s degree, and strong communication skills. Advanced English proficiency is required. This role offers a hybrid working model with competitive compensation and benefits.

Formación

• Minimum of 5‑10 years' experience in leading customer-facing organizations.
• Experience managing teams of 5+ and managing managers.
• Solid understanding of customer success metrics and revenue models.

Responsabilidades

• Manage a team of Customer Success Managers to drive customer adoption.
• Lead the strategic development of the Customer Success function.
• Conduct monthly executive cadence calls for assigned customers.

Conocimientos

Customer relationship management

Sales experience

Analytical skills

Strong negotiation skills

Excellent communication skills

Strategic thinking

Educación

Bachelor’s degree

Master’s degree

Herramientas

Salesforce

Gainsight

HubSpot

Descripción del empleo

Remote Work: Hybrid

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally. Come make an impact every day at Zebra.

Manages a team of Customer Success Managers who build post‑sales relationships with customers to drive and increase adoption and utilization of company products. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross‑selling of related products/services, client renewal and retention results. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Responsibilities

• Strong client relationship skills and a focus on customer satisfaction
• Strong customer relationship management and account retention skills
• Deep understanding of the customer lifecycle (onboarding, adoption, renewal, expansion)
• Excellent communication and presentation abilities (verbal and written)
• Strategic thinking focused on long‑term customer value and satisfaction
• Sales experience
• Proven experience in upselling and cross‑selling to existing clients
• Ability to identify business opportunities and drive revenue growth
• Strong negotiation and closing skills
• Pipeline management and forecasting accuracy
• Experience collaborating with Sales teams to align goals and drive customer expansion
• Analytical skills are crucial so they can understand customer success metrics, interpret retention data.
• Good team player since they’ll be in the middle ground between the sales team and the service team.
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy
  programs.
• Drive business process recommendations to eccelarate adoption, retention, upsell and
  value achievement while identifying and resolving risk and increasing ROI
• Hire, coach and develop individuals to be strong Customer Success leaders of their
  business
• Engage with team members to build and execute on their career and personal
  development plans
• Team with Sales, Marketing, Support and Professional Services to guide customers on
  their journey and help them maximize their investment
• Provide thought leadership as the Customer Success vision continues to evolve and help
  turn this vision into executable programs and processes for CSMs to deliver to
  customers driving continuous improvement and scale.
• Instrumental in driving best practices and training across the CS team members
• Facilitate and drive monthly executive cadence calls for assigned customers
• Attend and assist the team drive quarterly steering committee agenda’s, partnering with
  sales, Executive Management and other resources to drive continued ROI.
• Partner with sales to identify expansion opportunities.
• Meet or exceed performance goals
• Leadership & Collaboration Skills
• Cross‑functional collaboration with Sales, Product, Marketing, and Support teams
• Team leadership and mentoring (for senior or manager‑level roles)
• Strong problem‑solving and conflict‑resolution abilities
• High adaptability in fast‑paced and changing environments

Qualifications

• Bachelor’s degree required, Master’s Degree or relevant
• Preferably in B2B or technology environments experience in consulting, professional services or customer success
• Minimum of 5‑10 years’ work experience in leading customer and sales‑facing organizations
• Retail/CPG or Supply Chain experience preferred
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post‑sale and sales experience
• Strong empathy for customers AND passion for revenue growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process‑oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Experience managing teams of 5+ and managing managers
• Advanced or fluent English (both written and spoken)
• Proficiency in CRM and Customer Success tools (Salesforce, Gainsight, HubSpot, or similar)

Preferred qualifications

• Master’s degree (MBA or similar) is a plus
• Customer Success or Account Management certifications
• Sales or negotiation training/certifications are an advantage
• Proven track record of achieving customer retention and expansion goals
• Experience managing enterprise or strategic accounts
• Background in SaaS, software, hardware, or industrial technology solutions preferred
• Experience collaborating with cross‑functional teams (Sales, Product, Marketing, Technical Support)
• Portuguese is a plus
• Strong presentation and executive communication skills
• Strategic thinker with a consultative mindset
• Excellent interpersonal and relationship‑building abilities
• Results‑driven and customer‑oriented attitude
• Ability to thrive in a dynamic, fast‑paced environment

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e‑mail or outside of the system. If you are a victim of identity theft contact your local police department.