Remote Growth & Operations Lead, Strategic Client Success

Publipega; Xico; Remote; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Health insurance

Paid time off

Professional development

Job summary

Publipega, una empresa SaaS de rápido crecimiento, busca un Gerente de Éxito del Cliente para unirse a nuestro equipo en Naucalpan, Estado de México. Será el enlace principal con los clientes para garantizar su valor máximo y fomentar relaciones a largo plazo.

Buscamos perfil proactivo con al menos 4 años en roles de éxito del cliente o gestión de cuentas, excelente comunicación y habilidad para traducir necesidades de negocio en soluciones de producto.

Qualifications

• Título universitario en Administración de Empresas, Marketing, Comunicaciones o área relacionada.
• Al menos 4 años de experiencia en éxito del cliente, gestión de cuentas o roles de atención al cliente en SaaS.
• Capacidad probada para construir relaciones sólidas con clientes.
• Excelentes habilidades de comunicación, interpersonales y de presentación.
• Conocimiento de CRM y plataformas de éxito del cliente.

Responsibilities

• Gestionar una cartera de cuentas clave, asegurando satisfacción y retención.
• Desarrollar e implementar estrategias para incorporar nuevos clientes.
• Interactuar proactivamente con clientes para entender sus objetivos y desafíos.
• Proporcionar experiencia de producto y guiar para maximizar el valor.
• Identificar oportunidades de upsell/cross-sell dentro de cuentas existentes.
• Como voz del cliente, entregar feedback a Producto y Ventas.
• Monitorear métricas de salud del cliente y tomar medidas proactivas.

Skills

Communication skills

Interpersonal skills

Presentation skills

Problem-solving

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

CRM software

Customer success platforms

Job description

Our client, a fast-growing SaaS company, is seeking a proactive and client-focused Gerente de Éxito del Cliente (Customer Success) to join their team in Naucalpan, State of Mexico . This role is dedicated to ensuring our clients derive maximum value from our products and services, fostering long-term relationships and driving customer retention and loyalty. The ideal candidate will have a passion for client advocacy, strong problem-solving skills, and a deep understanding of customer success principles. You will work closely with clients to understand their business needs, provide guidance on product utilization, and act as their primary point of contact for any issues or opportunities. We are looking for an individual who can build strong rapport with clients and proactively identify ways to enhance their experience. This position offers an exciting opportunity to contribute to client satisfaction and business growth in a dynamic tech environment. Your role is pivotal in ensuring clients achieve their desired outcomes using our solutions.

About the Role

Our client, a fast-growing SaaS company, is seeking a proactive and client-focused Gerente de Éxito del Cliente (Customer Success) to join their team in Naucalpan, State of Mexico . This role is dedicated to ensuring our clients derive maximum value from our products and services, fostering long-term relationships and driving customer retention and loyalty. The ideal candidate will have a passion for client advocacy, strong problem-solving skills, and a deep understanding of customer success principles. You will work closely with clients to understand their business needs, provide guidance on product utilization, and act as their primary point of contact for any issues or opportunities. We are looking for an individual who can build strong rapport with clients and proactively identify ways to enhance their experience. This position offers an exciting opportunity to contribute to client satisfaction and business growth in a dynamic tech environment. Your role is pivotal in ensuring clients achieve their desired outcomes using our solutions.

Key Responsibilities

• Manage a portfolio of key client accounts, ensuring high levels of satisfaction and retention.
• Develop and implement strategies to onboard new clients effectively.
• Proactively engage with clients to understand their goals and challenges.
• Provide product expertise and guidance to help clients maximize value.
• Identify opportunities for upselling and cross-selling within existing accounts.
• Act as the voice of the customer internally, providing feedback to product and sales teams.
• Monitor client health metrics and take proactive steps to address any risks.
• Conduct regular business reviews with clients.
• Resolve client issues and elevate them when necessary.
• Contribute to the development of customer success best practices and resources.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer success, account management, or a client-facing role, preferably in a SaaS environment.
• Proven ability to build and maintain strong client relationships.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving skills and the ability to think proactively.
• Familiarity with CRM software and customer success platforms.
• Ability to understand client business needs and translate them into product solutions.
• Experience in managing multiple client accounts simultaneously.
• Self-motivated with a strong sense of ownership and accountability.
• Passion for technology and delivering exceptional customer experiences.

Benefits

Our client offers a competitive salary, performance incentives, comprehensive health insurance, paid time off, and opportunities for professional development. Employees in Naucalpan, State of Mexico , will work in a collaborative and supportive office environment. We believe in fostering a culture of growth and provide resources for continuous learning and skill enhancement. This role offers significant exposure to client needs and strategic product development within the company