Strategic Customer Success Manager – Logistics & Operations

Wallenius Wilhelmsen; Santiago de Querétaro; On-site; MXN 600,000 - 900,000; Full time

Job summary

Wallenius Wilhelmsen in Mexico is seeking an experienced Customer Success/Account Manager to lead day-to-day account handling, ensure service follow-up, and coordinate operational performance within the defined scope. You will act as the main operational contact for assigned customers during contract execution and drive improvements based on service data.

You will build relationships with customer stakeholders, deliver regular service reviews, and collaborate with internal teams to align service

Qualifications

• Bachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience.
• Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facing roles.
• Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution.

Responsibilities

• Act as the main operational point of contact for assigned customers during the contract execution phase.
• Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication on service matters.
• Deliver service reviews and support performance discussions using structured operational insights and customer feedback.
• Analyze service performance and identify improvement opportunities within assigned accounts.
• Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders.
• Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating procedures.

Skills

Customer success

Account management

Logistics operations

Analytical thinking

Communication

Education

Bachelor’s degree in Business, Engineering, Supply Chain, or related field

Job description

Wallenius Wilhelmsen in Mexico is seeking an experienced Customer Success/Account Manager to lead day-to-day account handling, ensure service follow-up, and coordinate operational performance within the defined scope. You will act as the main operational contact for assigned customers during contract execution and drive improvements based on service data.

You will build relationships with customer stakeholders, deliver regular service reviews, and collaborate with internal teams to align service