Lead Customer Success Manager

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.Job Title: Remote Customer Success Manager Lead - Mexico (100% Work From Home)Location : Remote from MexicoPosition Type : Full-timeSalar y: 38,000 - 47,500 MXN/month, depending on experienceSchedule: Monday-Friday, business hours Mexico TimeJob OverviewOur client is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. They are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Their platform empowers users across industries to streamline operations, drive growth, and crush their goals. The company processes over 15 billion API hits and handles more than 2.5 billion message events every day. Their platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.As Manager of Customer Success Management, you will lead and inspire a team of CSMs responsible for delivering an exceptional 0–90 day onboarding and adoption experience for their valued clients. Your mission is to ensure customers achieve rapid time-to-value, strong initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value.Responsibilities:Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments.Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in "green").Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call actions.Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management.Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementationsMonitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for intervention.Facilitate seamless cross-functional collaborationwith:Implementation Advisors for quick basic account set-upAMs for CSQLs - CSM identify and refer qualified expansion opportunitiesTAMs for technical support escalationProduct/Enablement/Training for feedback loops, process improvements, and feature insights.Support team for priority Q&AServe as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strategies.Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards.Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture.Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement.Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customersOverseeing engagement and communication with enterprise accounts.Qualifications, Skills and Key CompetenciesBachelor's degree or equivalent experience3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account ManagementProven delivery of onboarding, adoption, or customer health programs at scale (team of 12-15 preferred)Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of yourteam.Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau,etc.)Strong analytical, process-building, and program management skills (KPI and SOP ownership).Demonstrated data driven approach to problem solving.Track record of coaching, mentoring, and empowering high-performanceteamsExcellent communication, collaboration, presentation and time-managementskillsProactive and inquisitive; not hesitant to seek clarification.Key Success MetricsOnboarding completion % (within goal timeframe)Product adoption & milestone attainment rates (within 90days)Customer health: % of accounts in "green"Show/no-show rate on scheduled CSMcallsCSAT/NPS on onboarding/adoption experienceVolume and quality of CSQLs referredto AMsEngagementratesEscalation/rescue response and successrates(KPIs for this role may evolve over time based on business needs and strategic priorities)