Customer Success & Growth Manager - Hybrid MX

At Mez Tal, customer relationships go beyond support.

We are looking for someone who genuinely enjoys building relationships, creating impact, and helping customers succeed. This is a proactive Customer Success role focused on engagement, retention, customer happiness, and long-term growth within existing accounts.

This is not a reactive support position. We are looking for someone who thinks ahead, creates meaningful customer experiences, and proactively drives engagement, retention, and growth.

We move fast, adapt constantly, and build while doing. The ideal person enjoys ownership, ambiguity, and human connection.

What You Will Do

Build Meaningful Customer Relationships

- Become a trusted partner throughout the customer journey.
- Conduct proactive outreach, pulse checks, customer reviews, and strategic follow-ups.
- Build long-term relationships focused on trust, engagement, and success.
- Advocate for customer needs internally.
- Create memorable customer experiences that drive loyalty and long-term partnerships.

Drive Customer Success and Retention

- Monitor customer health, engagement trends, platform usage, and adoption metrics.
- Identify churn risks proactively and develop retention strategies.
- Support customers in maximizing value and outcomes.
- Manage escalations and difficult conversations with empathy and professionalism.
- Improve customer engagement and long-term adoption.

Support Customer Growth Initiatives

- Identify opportunities to increase engagement and account expansion within existing customers.
- Support renewals, customer development initiatives, upsell opportunities, and account growth efforts.
- Contribute to customer retention and business growth metrics.
- Help customers expand usage and maximize the value they receive from the platform.

Collaborate Cross-Functionally

- Partner closely with internal teams to improve customer outcomes.
- Work collaboratively with Sales, Operations, Product, and Customer Success teams.
- Gather customer feedback and identify improvement opportunities.
- Support continuous improvement initiatives and scalable solutions.

Build While Scaling

- Help create and improve processes as the company grows.
- Bring ideas, ownership, and initiative to improve customer experience.
- Thrive in environments with change, ambiguity, and evolving priorities.

Requirements

Required Qualifications

- Advanced / Fluent English communication skills (near-native preferred).
- Must currently live in Guadalajara, Jalisco.
- Valid US Visa (required).
- 3+ years of experience in:
- Customer Success
- Account Management
- Client Success
- Customer Engagement
- Relationship Management
- Experience managing customer portfolios or books of business.
- Strong communication and stakeholder management skills.
- Experience working in dynamic, fast-paced, and evolving environments.
- Comfortable managing competing priorities and changing business needs.
- Demonstrated resilience and ability to thrive under pressure.

Experience with

- Customer retention metrics.
- Customer engagement KPIs.
- Customer health scores.
- Customer adoption strategies.
- Renewals.
- Upsell and cross-sell initiatives.
- Account growth programs.
- Expansion within existing customers.
- Managing difficult customer conversations.
- Cross-functional collaboration.

Preferred Experience

- SaaS, technology, healthcare, senior living, staffing, or customer-centric industries.
- CRM platforms (Hub Spot, Salesforce, etc.).
- Experience building processes or programs from scratch.
- Experience owning or influencing revenue retention, growth, or expansion metrics.
- Exposure to quota-driven or growth-oriented environments.

What We Are Looking For

Someone who:

- Builds trust naturally and creates authentic relationships.
- Loves creating customer happiness.
- Is approachable, personable, and relationship-oriented.
- Thinks proactively instead of reactively.
- Brings empathy, ownership, resilience, and strong communication.
- Handles difficult conversations calmly and professionally.
- Is naturally curious and enjoys learning.
- Takes initiative and goes above and beyond.
- Enjoys ambiguity and building while moving fast.
- Thrives in startup and high-growth…