Senior Customer Success & Operations Manager

SITA Switzerland Sarl; Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Benefits offered by this job

FlexWeek: Work from home up to 2 days/

Flex Day

Flex-Location: up to 30 workdays, anyw

Employee Wellbeing: EAP

Professional Development: LinkedIn L

Competitive Benefits

Job summary

SITA Group in Mexico City is seeking a Manager, Customer Operations (Customer Success) to drive post-delivery performance, execute success plans, and support the account team. You will analyze customer data, guide cross-functional teams, and ensure customers are on the latest releases while seeking continuous improvement.

This role emphasizes ITIL-driven processes, CRM proficiency, and strong leadership to retain at‑risk customers and deliver exceptional service.

Qualifications

• 5–7 years in customer or technical support within technology/services, preferably in fast-paced environments.
• Familiarity with ITIL-based operation processes.

Responsibilities

• Oversee service delivery and performance with the account team.
• Conduct customer service reviews and support executive account planning.
• Build customer knowledge and share insights across back-office teams.
• Stay current on products and updates to provide accurate guidance and ensure customers are on the latest release.
• Manage change requests and escalated technical issues; follow up to ensure resolution and satisfaction.
• Collaborate with internal teams to resolve issues and provide feedback to the account team.
• Analyze customer data and feedback to identify trends, risks, and engagement levels.
• Partner with the account team on retention strategies for at‑risk customers.
• Manage success plans, documentation, and communications to improve satisfaction.

Skills

Customer success experience

ITIL processes

CRM tools

Data analysis

Team management

Conflict resolution

Stakeholder communication

Education

Bachelor’s degree in Business Administration / Information Technology / related discipline

ITIL / CRM certifications (optional)

Tools

Ticketing systems

CRM tools

Data analysis tools

Job description

SITA Group in Mexico City is seeking a Manager, Customer Operations (Customer Success) to drive post-delivery performance, execute success plans, and support the account team. You will analyze customer data, guide cross-functional teams, and ensure customers are on the latest releases while seeking continuous improvement.

This role emphasizes ITIL-driven processes, CRM proficiency, and strong leadership to retain at‑risk customers and deliver exceptional service.