Senior Customer Success Manager - Onboarding & Growth

CargoSprint; Región Centro; Presencial; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Medical Plan

Savings Fund

Monthly Food Vouchers

30-Day Aguinaldo

Vacation days from Day-1

Paid Gym Membership

Paid Parking

Professional Development opportunities

Descripción de la vacante

CargoSprint is building its Customer Success function to shape how we support customers across our logistics technology platform. You will own onboarding, account setup, and first value delivery, establishing trusted relationships and aligning with product and sales teams.

As the Customer Success Manager, you will manage a mixed portfolio—high-touch and tech-touch— and scale playbooks to ensure customers realize value quickly while driving long-term retention and expansion.

Formación

• 5+ years in a Customer Success, account management, implementation, onboarding or other post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform company.
• Hands-on experience setting up or configuring customer accounts in a business application, with a track record of moving customers to active usage.
• Proven ability to build trusted customer relationships and act as a customer's main point of contact and advocate, including leading or co-leading customer business reviews.
• Experience working with customer success tools to manage a book of business, such as CRM (Salesforce, HubSpot), CS platforms (Gainsight), and knowledge and support tools (Confluence, Zendesk).
• Strong written and spoken communication skills in English and Spanish, with availability to overlap with US Central time.
• Organized and self-directed, able to manage multiple setups and accounts without dropping milestones; a self-starter who has built a process or template where none existed.
• Practical experience using AI tools in your daily work (drafting, summarizing, researching, automating tasks).

Responsabilidades

• Be the main point of contact for your assigned customers, from setup onward, building trusted relationships through regular conversations and status updates.
• Bring customer needs and feedback to Sales, Support and Product, closing the loop with the customer on next steps.
• Lead or co-lead regular business reviews with assigned customers, covering usage, health, action items and next steps.
• Proactively flag usage drops or product releases and work with teams to mitigate issues before escalations.
• Contribute to Net Revenue Retention goals by keeping accounts engaged and healthy.
• Track product usage signals and help establish Customer Health Scores; trigger outreach when needed.
• Document setup procedures and build reusable templates and outreach sequences.

Conocimientos

Customer Success

Account Management

Implementation

Onboarding

SaaS

English & Spanish

Herramientas

Salesforce

HubSpot

Gainsight

Confluence

Zendesk

Descripción del empleo

CargoSprint is building its Customer Success function to shape how we support customers across our logistics technology platform. You will own onboarding, account setup, and first value delivery, establishing trusted relationships and aligning with product and sales teams.

As the Customer Success Manager, you will manage a mixed portfolio—high-touch and tech-touch— and scale playbooks to ensure customers realize value quickly while driving long-term retention and expansion.