Customer Success Manager

hace 20 horas

Cancún, Quintana Roo, México Interlix Staffing A tiempo completo

Customer Success Manager

Location:
Hybrid (Cancún, Mexico)

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

Compensation:
$3000 - $4000

Company Overview

Our Client is a global food-waste technology company serving hospitality operators with IoT and AI solutions that help kitchens measure waste and improve profitability. The company supports customers across multiple regions through a distributed, KPI-driven customer success organization.

Position Overview

This role owns a portfolio of hotel and resort accounts across Central and South America, with a primary focus on Mexico. You will drive onboarding, training, ongoing success planning, and KPI performance while operating independently and traveling regularly to client sites.

Key Responsibilities

  • Own a portfolio of strategic resort/hotel accounts, accountable for KPIs, churn prevention, ROI, and NPS
  • 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 (~25% of time)
  • 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
  • Travel to customer sites and manage multi-day visits as needed to ensure outcomes

Qualifications

Required Qualifications

  • Fluent in English (C1/C2 level) and fluent Spanish
  • 4–7 years of experience in Customer Success, Implementation, Account Management, Consulting, or Project Management
  • Experience in SaaS/technology in a client-facing, data-driven role
  • Experience in hospitality environments (resorts/hotels/restaurants)
  • Intermediate Excel/Google Sheets skills (data analysis and reporting)
  • Strong understanding of KPIs and how to manage performance across accounts
  • Valid driver's license and access to a car for client visits in the Cancun/Quintana Roo region
  • Active passport and ability to travel within Mexico and internationally for client visits

Preferred Qualifications

  • Degree-educated
  • Experience working remotely while reporting to a manager in another location
  • Experience at a multi-national organization
  • Familiarity with Slack, Confluence, and CRM tools (e.g., Planhat or similar)
  • Portuguese language skills

Work Environment & Compensation

  • Schedule: 40 hours/week, typically 9:00 AM–6:00 PM
  • Work setup: Remote, with frequent on-site client visits; candidates should be based in Cancun or within ~40 minutes
  • Travel: Regular local travel to client sites; occasional travel to Chicago a couple of times per year (up to 8 weeks/year possible)
  • Compensation: $3,000–$4,000 USD per month (plus travel expenses covered); $100 USD/month car allowance for mileage/tolls

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

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