About the role

Customer Success Manager managing customer onboarding, account health, and engagement. Collaborating with various teams to ensure long-term customer satisfaction and growth.

Responsibilities

Customer Onboarding & Adoption Partner with the onboarding team to ensure new locations are fully onboarded, trained, and actively using the platform within established timelines. Support customers during early adoption to drive long-term success.
Account Management & Retention Own the health of assigned accounts by maintaining strong relationships, proactively managing renewals, and identifying potential risks early. Work to improve overall customer health and retention across your portfolio.
Quarterly Business Reviews (QBRs) Prepare and deliver QBRs that highlight product usage, outcomes, adoption trends, and potential growth opportunities. Present insights and recommendations to customer leadership teams.
Customer Engagement Maintain regular, value-driven communication with customers through meetings, check-ins, and personalized outreach. Ensure customers feel supported, informed, and confident in the value they receive.
Cross-Functional Collaboration Collaborate closely with Growth Managers and Pipeline & Programs teams to support multi-location expansions, upsell opportunities, and risk mitigation strategies for at-risk accounts.
Account Rescue & Risk Management Identify accounts in severe or at-risk status and actively work on recovery plans to improve engagement, usage, and overall health.

Experience in Customer Success, Account Management, Client Services, or a related role
Strong customer-facing communication skills
Ability to manage multiple accounts and priorities simultaneously
Comfort working with metrics, dashboards, and customer usage data
Proven ability to collaborate cross-functionally
Strong problem-solving and relationship-building skills
Experience supporting multi-location or enterprise customers
Background in SaaS, healthcare, senior living, or technology-enabled services
Experience leading QBRs or executive-level customer conversations
Advanced English
Located in Guadalajara and open to a 3x2 hybrid setting (Must)

🎄 **Christmas Bonus**: 30 days, to be paid in December.
🩺 **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
🩹 **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
😁 **Dental Insurance**: Always smile with confidence!
💼 **Life Insurance**
🌴 **Vacation Days**: 12 vacation days.
+ 📅 **Floating Holidays**: 3
📱 Cell Phone Reimbursement & Transportation Subsidy.
🌐 **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
🌍 **Multicultural Exposure**: Work with operations within Mexico and the United States.
🎉 **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
💸 **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
📚 **Academic Agreements**: Access to national universities and language schools.
🚀 **Career Growth**: We will search for the best conditions for progressing in your career.