Remote Customer Success Manager Lead

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 Mexic oPosition Type : Full-tim eSalar y: 38,000 - 47,500 MXN/month, depending on experienc e Schedule: Monday-Friday, business hours Mexico Ti me Job Overv iewOur 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 nam es. 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 va lue. Responsibili - ties:Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segm - ents.Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in "gre - en").Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call act - ions.Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship manage - ment.Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementa - tionsMonitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for interven - tion.Facilitate seamless cross-functional collaboration - with:Implementation Advisors for quick basic account s - et-upAMs for CSQLs - CSM identify and refer qualified expansion opportun - itiesTAMs for technical support escal - ationProduct/Enablement/Training for feedback loops, process improvements, and feature insi - ghts.Support team for priority Q& - amp;AServe as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strate - gies.Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashbo - ards.Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team cul - ture.Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improve - ment.Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with cust - omersOverseeing engagement and communication with enterprise acco unts. Qualifications, Skills and Key Compet - enciesBachelor's degree or equivalent expe - rience3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account Mana - gementProven delivery of onboarding, adoption, or customer health programs at scale (team of 12-15 pref - erred)Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your - team.Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Tra - ining)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 owner - ship).Demonstrated data driven approach to problem so - lving.Track record of coaching, mentoring, and empowering high-performance - teamsExcellent communication, collaboration, presentation and time-management - skillsProactive and inquisitive; not hesitant to seek clarific ation.Key Success M - etricsOnboarding completion % (within goal time - frame)Product adoption & milestone attainment rates (within 90 - days)Customer health: % of accounts in "green"Show/no-show rate on scheduled CSM - callsCSAT/NPS on onboarding/adoption expe - rienceVolume and quality of CSQLs referred - to AMsEngagement - ratesEscalation/rescue response and success - rates(KPIs for this role may evolve over time based on business needs and strategic prior ities)