Customer Success Manager

Customer Success Manager

Location: Remote (Cancún, Mexico)

Schedule: Full Time (40hrs per week - Business Time)

Company Overview

Our client is a global food technology company on a mission to eliminate food waste using cutting-edge AI and Internet of Things solutions. Founded in London and operating in over 90 countries, the company partners with major hospitality brands including international hotel groups, universities, and large-scale food service operators.

Position Overview

We are seeking a Customer Success Manager to lead the delivery, adoption, and long-term success of strategic hotel and resort accounts across Mexico and Central/South America, with a strong operational focus around the Cancun and Yucatan region. This is a hands-on, client-facing role combining account management, onboarding, training, technical troubleshooting, and data-driven consulting.

You will own a portfolio of hospitality clients, ensuring strong adoption of the platform, measurable waste reduction outcomes, and high customer satisfaction. The role is remote-based but requires frequent on-site visits to resort kitchens and hospitality operations.

Key Responsibilities

- Own a portfolio of strategic resort/hotel accounts, accountable for KPIs, churn prevention, ROI, and NPS
- Conduct frequent on-site client visits (primarily Cancun/Yucatan region) to support onboarding, training, implementation, and ongoing optimization.
- Develop account strategies and action-oriented implementation plans for new and existing customers
- Lead client onboarding, training, adoption support, and long-term relationship management
- Provide first-level technical support and troubleshooting for Mexico-based clients
- Deliver timely reporting and insights using Excel/Google Sheets, translating data into recommendations
- Build relationships with decision-makers and stakeholder groups to expand adoption and growth
- Escalate risks, manage conflicts, and act as the voice of the customer internally
- Coordinate cross-functionally with Support, Product, and Data/Operations teams across regions
- Collaborate cross-functionally with internal teams across the Americas, Europe, and Middle East.

Qualifications

Required Qualifications

- Fluent in English (C1/C2 level)
- 3+ years of experience in Customer Success, Implementation, Account Management, Consulting, or Project Management
- Experience in SaaS/technology in a client-facing, data-driven role (require)
- Strong data analysis skills with Excel and Google Sheets (VLOOKUP-level proficiency or willingness to learn).
- Strong understanding of KPIs and how to manage performance across accounts
- Based in Cancun or within reasonable commuting distance (approximately 40 minutes).
- Valid driver’s license and access to a car for client visits in the Cancun/Quintana Roo region

Preferred Qualifications

- Prior experience working with hotels, resorts, restaurants, or hospitality operations.
- Experience at a multi-national organization
- Experience working at multinational companies.
- Familiarity with CRM platforms and collaboration tools such as Slack, Confluence, and customer success platforms.
- Background in sustainability, food operations, or operational analytics.
- Active passport to travel to Chicago for company events (all expenses cover)

Technical Skills

Required:

- Excel / Google Sheets (data analysis, reporting)
- Presentation tools (PowerPoint / Google Slides)

Preferred / Trainable:

- CRM systems
- Slack, Confluence
- Customer Success platforms (Planhat or similar)

Compensation & Benefits

- Contract Type: Independent Contractor (Mexico-based engagement).
- Compensation: $3,000–$4,000 USD per month
- Annual Customer Success Bonus: Minimum 15 days equivalent (pro-rated for partial year), paid annually.
- Paid Time Off: 15 days annually.
- Travel Allowance: $100 USD/month vehicle reimbursement for mileage and tolls.
- Relocation Support: Available for strong candidates if required.

All business travel expenses covered.

Work Schedule & Travel Expectations

- Standard working hours: 9:00 AM – 6:00 PM
- Frequent local travel to client sites across the Cancun/Yucatan region.
- Occasional international travel to Chicago and regional team events (a few times per year).

We look forward to reviewing your application. If your background aligns with the requirements above, please apply to begin the interview process.