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.
- 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.
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