Customer Success Manager

hace 2 semanas

Ciudad de México OperationsArmy A tiempo completo

**About the Role**

We are seeking a **seasoned Customer Success Manager with strong technical project management experience** to lead two high-impact enterprise customer implementations. These projects involve deep integrations and complex workflows, requiring a leader who can manage large-scale deliverables while maintaining strong client relationships and cross-functional alignment.

This is **not** a simple checklist management role. You'll act as the primary point of contact between our product and engineering teams and two closely aligned customers with strategic importance. You will drive the entire delivery lifecycle ensuring expectations are aligned, risks are mitigated early, decisions are well-documented, and stakeholders are kept informed.

**What You'll Do**:

- Act as the **main point of contact** for two large enterprise clients throughout their implementation journey
- Manage **complex, integration-heavy projects** with multiple stakeholders, both internal and external
- Own the **project lifecycle**: status updates, internal coordination, timelines, action items, risk management, and escalation
- ** Facilitate key design decisions** with clients, capture changes, assess impact, and drive consensus
- Lead **high-stakes conversations** and set realistic, firm expectations with customers
- Partner closely with the internal **Product Manager and Engineering teams** to ensure technical feasibility and alignment
- Build and maintain **trusted, strategic relationships** with client teams to ensure smooth execution, especially when navigating challenges
- Run multiple **daily meetings**, coordinate cross-functional updates, and track against critical milestones
- Proactively identify dependencies, potential delays, and blockersand drive solutions
- Communicate with **clarity and maturity**, especially during difficult conversations or change management discussions

**Who You Are**:

- A **seasoned technical project manager** with a **strong grasp of software development and systems integration**
- Experienced in **enterprise customer implementations**, ideally in SaaS or B2B software environments
- Adept at **risk identification** and navigating ambiguity in client projects
- You have experience managing complex initiatives involving multiple departments and systems
- Known for **direct, clear communication** and the ability to manage sensitive or tough conversations
- A **natural relationship builder** who thrives under pressure and builds rapport quickly with executive stakeholders
- Able to work **Eastern Standard Time hours** (EST) and be available for meetings and updates throughout the day
- Comfortable working **odd or extended hours** if the project demands it
- Highly organized, proactive, and detail-oriented

**Nice to Have**:

- Experience working with product-led or engineering-led organizations
- Background in Customer Development or Customer Success
- Familiarity with enterprise tools and project management platforms

**Important Notes**:

- This role requires **deep technical comprehension**, but **you will not be writing code**
- The team operates in a **fast-paced, startup-like environment**flexibility, resilience, and maturity are key

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