Remote Scaled Customer Success Manager

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Job Title:

Remote Scaled Customer Success Manager – Mexico City (100% Work From Home)

Location:

Hybrid setup from Mexico City
Position Type:
Full-time
Salary: $55,500 USD/annual + bonus based on performance paid via

Schedule:

Monday to Friday, 9:00am - 5:00pm Central Time
Job Overview
Our client offers an industry-leading platform that empowers companies of all sizes and industries to build robust and sustainable businesses. Their powerful suite of customer success, product, community, and education solutions enables businesses to scale efficiently, foster internal alignment, and gain a holistic understanding of their customers. This comprehensive approach helps drive product adoption, prevent churn, and significantly increase renewals and expansions.

Hundreds of companies utilize their software, including nearly 200 publicly traded organizations and industry leaders like GE Digital, SAP Concur, and Zendesk. They maintain a global presence with offices in the US, UK, Netherlands, Israel, Japan, and India.
Our client joined the Vista Equity Partners portfolio in 2020 and was awarded their Excellence in Engineering award in 2021 for advancements in product and engineering. They have also been recognized by Forbes as one of the top 100 private cloud companies, by Inc. Magazine as one of the fastest-growing private companies in America, and by Fortune Magazine as one of 20 Great Workplaces in Tech.
With a strong commitment to diversity and inclusion, they foster a culture that celebrates all individuals, regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
As a Scaled Customer Success Manager, you will support a portfolio of 75-150+ clients within our client's Scaled segment, while also helping to establish their Customer Success (CS) function in Mexico City. Key priorities for this role include leveraging automation and scalable processes to effectively manage risk, drive product adoption, and ensure positive customer outcomes that lead to renewals, expansion, and advocacy.

Additionally, you will mentor other CS team members and assist global stakeholders in scaling the CS function throughout Latin America.
What You'll Be Building
Establish effective relationships with clients, delivering impactful and scalable customer experiences
Communicate value and outcomes consistently to clients throughout the customer lifecycle
Help us hire, retain, and mentor Customer Success professionals in the region
Serve as the customer's trusted resource for best practices in a scaled, automated environment
Utilize company technology to capture and manage customer goals, objectives, and success metrics at scale
Monitor customer health metrics, proactively identifying risks, and addressing them efficiently
Collaborate cross-functionally within the company to manage customer interactions effectively at scale
Identify and escalate potential opportunities for expansion and renewal to appropriate internal stakeholders
Provide insightful feedback on client needs internally, collaborating closely with internal teams to enhance customer success
Represent the company professionally in customer interactions and online communities
Qualifications, Skills, and Key

Competencies:

2+ year(s) of experience in Customer Success or related customer-facing roles
Familiarity or hands-on experience with Customer Success platforms preferred (Gainsight)
Familiarity with team building and mentorship best practices
Understanding of Customer Success principles, including customer lifecycle management and adoption strategies
Ability to manage a large number of customers efficiently in a high-ratio model
Strong communication and relationship-building skills'
Ability to create structure in…