Remote Customer Success Manager Lead

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Job Title: Remote Customer Success Manager Lead - Mexico (100% Work From Home) 

Location: Remote from Mexico

Position Type: Full-time 

Salary: 38, ,500 MXN/month, depending on experience

 
Schedule: Monday-Friday, business hours Mexico Time

Job Overview

Our 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 collaboration with:
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 Competencies

Bachelor'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 your team.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-performance teamsExcellent communication, collaboration, presentation and time-management skillsProactive and inquisitive; not hesitant to seek clarification.

Key Success Metrics

Onboarding completion % (within goal timeframe)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 experienceVolume 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 priorities)  

Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
 
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
 
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don't qualify for will not improve your chances and may affect future applications.
 
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We appreciate your interest and look forward to reviewing your application

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