Customer Success Manager

hace 18 horas

Tecate, Baja California, México Nysonian A tiempo completo
Customer Success Manager / Gerente de Éxito del Cliente

Location: Remote (Mexico) | Full-Time | Remote/Hybrid Option

Department: Customer Experience & Operations

Reports To: Director of Customer Experience

About Nysonian

At Nysonian, we exist to build the next generation of global lifestyle brands that inspire how people travel, move, and live.

Our portfolio includes:

  • NOBL Travel — redefining modern travel with design, durability, and style.

  • FLO Pilates — bringing balance, movement, and community to everyday life.

  • Other emerging lifestyle brands connecting people worldwide through design and purpose.

We are a fast-growing, creative, and globally connected organization seeking passionate professionals who drive results, embody excellence, and thrive in collaborative environments.

Position Summary

The Customer Success Manager (CSM) will lead and develop the Customer Experience team to ensure exceptional service delivery and operational alignment with Nysonian's global standards.

This role combines strategic leadership with hands-on management, driving customer satisfaction, SLA/KPI compliance, and continuous improvement. The ideal candidate is an empathetic yet data-driven leader passionate about building teams that deliver excellence in every interaction.

Key Responsibilities

  • Lead, coach, and mentor the Customer Success & Support team to ensure consistent, high-quality service.

  • Monitor and analyze performance metrics (SLA, KPI, customer satisfaction) to identify opportunities for improvement.

  • Develop and implement service strategies to improve customer retention, loyalty, and engagement.

  • Collaborate cross-functionally with Sales, Operations, and Product teams to optimize the end-to-end customer journey.

  • Conduct regular performance reviews, training sessions, and development plans for team members.

  • Manage escalations and act as the main point of contact for complex or high-impact customer issues.

  • Drive continuous improvement initiatives, leveraging customer insights and performance data to enhance service quality.

  • Prepare and present department performance reports to executive leadership.

  • Promote a customer-centric culture through accountability, recognition, and professional growth initiatives.

Requirements

  • Bachelor's Degree in Business Administration, Communications, or a related field.

  • Minimum 5 years of experience in Customer Success, Customer Service Management, or Operations Leadership.

  • Proven experience managing teams and achieving SLA/KPI performance targets.

  • Strong analytical and problem-solving skills; proficiency in CRM systems and reporting tools.

  • Excellent leadership, communication, and conflict resolution abilities.

  • Fluent in English and Spanish (spoken and written).

  • Highly organized with strong attention to detail and ability to manage multiple priorities.

  • Customer-first mindset with the ability to translate data insights into actionable results.

What We Offer

  • Competitive base salary plus performance-based incentives.

  • Growth opportunities within an expanding international organization.

  • Cross-border collaboration with U.S.-based teams and global partners.

  • A dynamic, inclusive, and mission-driven work environment.

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