Customer Success Manager

We are looking for a Customer Success Manager to join our team and own the adoption, retention, and growth of existing customer locations. This role plays a critical part in ensuring long-term customer satisfaction, maximizing retention, and identifying expansion opportunities across a portfolio of assigned accounts.

This is a highly relationship-driven role, ideal for someone who enjoys working closely with customers, analyzing usage and health metrics, and proactively addressing risks while collaborating cross-functionally with Growth and internal teams.

Key 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.

Requirements

• 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)

Benefits

• 🎄 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.