Customer Success Manager - Enterprise MX

M8l

United States

Remote

USD 90,000 - 140,000

Full time

14 days+

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Benefits offered by this job

100% Remote

Learning budget $500

Family days

Birthday day off

Job summary

Simetrik seeks an Enterprise Customer Success Manager to own value realization across a portfolio of enterprise clients in Mexico. You will drive adoption, ROI narratives, and renewal readiness through structured engagement and strong stakeholder management.

Responsibilities include leading executive conversations, building expansion pipelines, and coordinating with Product, Revenue, and Operations to ensure measurable outcomes and customer success in a 100% remote role.

Qualifications

Bachelor's degree required with 4+ years in SaaS or enterprise software Customer Success or similar.
Proven experience with renewals and expansions in enterprise accounts.
Strong stakeholder management and executive-facing communication skills.

Responsibilities

Own end-to-end journey for a portfolio of enterprise accounts (Mexico).
Translate product usage into ROI; build business-case for expansions.
Lead executive-level conversations on ROI and value realization.
Identify expansion opportunities and coordinate with revenue to land-and-expand.
Mitigate risk early using health indicators and adoption signals.

Skills

Customer Success

SaaS

Renewals

Upsell

Stakeholder Mgmt

English

Spanish

Education

Bachelor's degree in Business/Engineering

Tools

CRM

Job description

Remote in Mexico; this Enterprise MX role is Mexico-specific.

Customer Success Manager - Enterprise (Mexico)

Location: Mexico (Remote)

Investors:

Goldman Sachs Asset Management
FinTech Collective
Cometa

Company Overview

Founded in 2019, Simetrik is a robust B2B platform powered by no-code and generative AI, empowering financial and operational teams to automate reconciliations end-to-end, manage risks, and streamline operations from a single, spreadsheet-inspired interface. Simetrik is a market leader in Latin America, handling two-thirds of the region’s transactions and serving clients such as PayU, Mercado Libre, Rappi, PagSeguro, Falabella, Oxxo, Itaú, Nubank, and partnering with industry leaders like Deloitte. With expansion into Asian markets including India and Singapore, Simetrik now operates in over 35 countries, monitoring more than 200 million records daily.

Executive Team

Alejandro Casas Caro – Co-Founder & CEO
Santiago Gómez – Co-Founder & COO
Felipe Pardo – CFO
Juan Pablo Boccardi – VP of GTM

About the Role

As a Customer Success Manager - Enterprise at Simetrik, you will own value realization across a portfolio of enterprise customers. You are responsible for ensuring that customers consistently use the platform, achieve measurable outcomes, and expand adoption through structured engagement, data-backed conversations, and strong stakeholder management. This is a customer-facing, outcomes-driven role where success is defined by the consistency and quality of your execution: staying close to your accounts, uncovering expansion opportunities, surfacing risk early, and translating product usage into ROI narratives that resonate with senior stakeholders.

What Does Success Look Like?

A successful Enterprise CSM at Simetrik:

Maintains consistent and measurable portfolio coverage, engaging monthly with the majority of assigned accounts.
Uses platform data, reporting, and health indicators to drive proactive customer conversations.
Demonstrates improvements in adoption and usability metrics tied to defined business outcomes.
Builds and advances a visible expansion opportunity pipeline (cross-sell & upsell) with qualified business cases.
Identifies commercial and adoption risk early, executing mitigation plans well before renewal cycles.
Leads executive-level conversations centered on ROI, operational impact, and value proposition—positioning Simetrik as a strategic partner.

Impact & Scope

This role directly impacts Simetrik’s Net Revenue Retention and expansion growth strategy. As the CSM for enterprise accounts, you own the performance and commercial durability of a portfolio of strategic customers. You drive adoption, demonstrate measurable ROI, and surface risk early to ensure renewal predictability and expansion readiness. You collaborate closely with Product, Revenue, and Operations, aligning internal teams to deliver outcomes that nurture long-term partnerships and directly influence revenue stability and growth.

Key Results (First 3-6 months)

First 30-60 days:

Complete onboarding and demonstrate strong product fluency by leading customer conversations focused on business outcomes.
Establish structured portfolio governance for assigned accounts; define meeting cadence, map stakeholders, document success plans.
Achieve consistent and trackable portfolio coverage, ensuring active customer engagement each month.

By Month 3:

Achieve 80%+ structured monthly portfolio coverage with documented touchpoints and clear next steps in CRM.
Build a visible and qualified expansion pipeline by identifying cross-sell and upsell opportunities with business cases.
Proactively surface commercial/adoption risk via health indicators and usage data; implement mitigation plans before renewal.

By Month 6:

Demonstrate measurable improvements in adoption and usability metrics tied to business outcomes.
Lead executive business reviews, clearly articulating ROI delivered and strategic impact.
Contribute to renewal predictability and expansion execution, partnering with Revenue and cross-functional teams for long-term growth.

Responsibilities

Own the end-to-end customer journey for a portfolio of enterprise accounts.
Build and maintain relationships with key stakeholders, including senior decision makers.
Drive structured governance: cadence, agendas, follow-ups, escalation paths, and accountability.
Translate product usage and operational data into business-impact conversations (ROI, savings, efficiency).
Identify expansion opportunities and partner with revenue leaders to execute land-and-expand strategies.
Detect and mitigate risk early using health indicators, adoption signals, and stakeholder engagement.
Coordinate with Product, Implementation, Support, and Revenue to unblock customer outcomes.
Maintain accurate account context and activity tracking in CRM and internal tools.

Must-Have Qualifications

Bachelor’s degree in Business Administration, Marketing, Engineering, or related field.
4+ years in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environments.
Demonstrated experience in SaaS customer-facing roles with enterprise customers, including renewals and expansions.
Commercial acumen: understanding of renewals, contract value, and expansion strategy, with the ability to connect customer outcomes to revenue impact.
Executive presence and ability to lead outcome-driven discussions with senior stakeholders.
Analytical, data-driven mindset with experience using usage signals to build account strategies and ROI cases.
High operational discipline and CRM documentation accuracy for renewal predictability.
Proven ability to build relationships across multiple stakeholders and proactively mitigate risk.
Fluent in English (written and spoken); Spanish is a plus.

Nice-to-Have Qualifications

Experience at organizations known for Customer Success rigor (e.g., HubSpot, Salesforce, Oracle, or high-performance SaaS environments).
Familiarity with finance operations, reconciliations, enterprise reporting, or data-intensive workflows.
Experience with value-based frameworks (e.g., MEDDPICC) and formal ROI/value realization programs.
Experience supporting complex, technical products for enterprise clients.

Benefits