Remote Scaled Customer Success Manager

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Job Title: Remote Scaled Customer Success Manager – Mexico City (100% Work From Home)

Location: Hybrid setup from Mexico City

Position Type: Full-time

Salary : $55,500 USD/annual + bonus based on performance paid via Remote.com

Schedule: Monday to Friday, 9:00am - 5:00pm Central Time

Job Overview

Our client offers an industry-leading platform that empowers companies of all sizes and industries to build robust and sustainable businesses. Their powerful suite of customer success, product, community, and education solutions enables businesses to scale efficiently, foster internal alignment, and gain a holistic understanding of their customers. This comprehensive approach helps drive product adoption, prevent churn, and significantly increase renewals and expansions. Hundreds of companies utilize their software, including nearly 200 publicly traded organizations and industry leaders like GE Digital, SAP Concur, and Zendesk. They maintain a global presence with offices in the US, UK, Netherlands, Israel, Japan, and India.

Our client joined the Vista Equity Partners portfolio in 2020 and was awarded their Excellence in Engineering award in 2021 for advancements in product and engineering. They have also been recognized by Forbes as one of the top 100 private cloud companies, by Inc. Magazine as one of the fastest-growing private companies in America, and by Fortune Magazine as one of 20 Great Workplaces in Tech.

With a strong commitment to diversity and inclusion, they foster a culture that celebrates all individuals, regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

As a Scaled Customer Success Manager, you will support a portfolio of 75-150+ clients within our client's Scaled segment, while also helping to establish their Customer Success (CS) function in Mexico City. Key priorities for this role include leveraging automation and scalable processes to effectively manage risk, drive product adoption, and ensure positive customer outcomes that lead to renewals, expansion, and advocacy. Additionally, you will mentor other CS team members and assist global stakeholders in scaling the CS function throughout Latin America.

What You'll Be Building

- Establish effective relationships with clients, delivering impactful and scalable customer experiences
- Communicate value and outcomes consistently to clients throughout the customer lifecycle
- Help us hire, retain, and mentor Customer Success professionals in the region
- Serve as the customer's trusted resource for best practices in a scaled, automated environment
- Utilize company technology to capture and manage customer goals, objectives, and success metrics at scale
- Monitor customer health metrics, proactively identifying risks, and addressing them efficiently
- Collaborate cross-functionally within the company to manage customer interactions effectively at scale
- Identify and escalate potential opportunities for expansion and renewal to appropriate internal stakeholders
- Provide insightful feedback on client needs internally, collaborating closely with internal teams to enhance customer success
- Represent the company professionally in customer interactions and online communities

Qualifications, Skills, and Key Competencies:

- 2+ year(s) of experience in Customer Success or related customer-facing roles
- Familiarity or hands-on experience with Customer Success platforms preferred (Gainsight)
- Familiarity with team building and mentorship best practices
- Understanding of Customer Success principles, including customer lifecycle management and adoption strategies
- Ability to manage a large number of customers efficiently in a high-ratio model
- Strong communication and relationship-building skills'
- Ability to create structure in ambiguity – You adapt quickly, design scalable processes, and act decisively in urgent situations
- Comfortable working in a fast-paced, high-growth environment

From the Client:

Why You'll Love It Here

Your job should never be a barrier to your happiness—it should be an avenue to achieve it. At the company, we're passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Here are our 5 core values:

- Golden Rule: We try to practice the Golden Rule by exercising reliability, trust, and giving back to each other and our community.
- Success for All: We believe in success for our stakeholders—whether our teammates, clients, or shareholders—comes with a sincere focus on continuous learning, selfless teaching, and making a difference in each other's lives.
- Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism, and laughter into everything that we do.
- Shoshin: We believe in a beginner's mind. Don't surround yourself with people like you—diversity breeds creativity.
- Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness. The solution is to think more, not do more.