Strategic Customer Success Manager, B2B SaaS

Jobtailor; Región Centro; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a Senior Customer Success Manager to lead strategic engagements with executives and cross-functional teams. You will drive adoption, retention, and expansion across a multi-tier portfolio, guiding customers through value realization and ongoing success planning.

You will manage escalations, conduct business reviews, and collaborate with Product and Support to align outcomes with client objectives while working within a US-facing travel footprint up to 30%.

Formación

• 5+ years of Customer Success, Customer Experience, or Account Management experience.
• Ideally within a B2B SaaS environment.
• Experience managing client relationships in the U.S. or North American market strongly preferred.
• Professional/Advanced English, written and spoken.
• Valid U.S. visa and availability to travel to the United States.
• Availability to travel up to 30%.
• Experience building relationships with senior stakeholders and acting as a trusted advisor.
• Experience managing a portfolio across different account tiers.
• Understanding of customer adoption, retention, account health, and risk management.
• Comfort working with dashboards, usage metrics, and adoption trends.

Responsabilidades

• Build and maintain relationships with client executives, operational teams, and key stakeholders.
• Act as trusted advisor and primary point of contact for assigned clients.
• Develop and execute customer success plans aligned with client business objectives.
• Conduct regular business reviews and provide strategic recommendations.
• Ensure clients understand and maximize platform value.
• Manage client escalations and coordinate resolutions.
• Adapt engagement strategies based on account needs, potential, and risk.
• Identify opportunities to strengthen relationships, improve retention, and support account growth.
• Own portfolio health, engagement, and adoption metrics.
• Monitor dashboards and usage data to identify trends and at-risk accounts.
• Develop intervention plans for at-risk customers before renewal.
• Translate usage and adoption data into actionable client recommendations.
• Identify opportunities to increase adoption, retention, and upsell potential.
• Gather and organize client feedback to improve the customer journey.
• Advocate for clients during product roadmap discussions.
• Collaborate with Product and internal teams on customer needs.
• Improve customer success processes, tools, frameworks, playbooks, and training resources.
• Partner with Support teams on day-to-day needs while owning the overall client relationship.

Conocimientos

Customer Success

Account Management

Client Presentations

Business Reviews

Data Analysis

Risk Management

Adoption Strategies

Retention Strategies

Portfolio Management

Proactive Intervention Planning

Problem-Solving

Collaboration

Communication

Public Speaking

Relationship Building

Herramientas

Dashboards

Spreadsheets

Customer Data Tools

SaaS Platforms

Descripción del empleo

Jobtailor is seeking a Senior Customer Success Manager to lead strategic engagements with executives and cross-functional teams. You will drive adoption, retention, and expansion across a multi-tier portfolio, guiding customers through value realization and ongoing success planning.

You will manage escalations, conduct business reviews, and collaborate with Product and Support to align outcomes with client objectives while working within a US-facing travel footprint up to 30%.