Customer Experience Manager

Description Location:

Guadalajara, Jalisco, Mexico – Hybrid Employment:

Full-time English Level:

Professional/Advanced English required Industry:

Senior Living / Technology – U.S. Market Travel:

Up to 30% – Valid U.S. visa required About the Role

MezTal is looking for a

high-energy, passionate, and experienced Customer Experience Manager (CXM)

to join our team and work directly with one of our U.S.-based clients in the

Senior Living technology industry . In this role, you will be responsible for ensuring client success by

driving product adoption, strengthening client relationships, identifying risks and growth opportunities, and helping customers achieve measurable business outcomes . You will manage relationships with clients across the

United States and Canada , acting as a trusted advisor and primary point of contact while collaborating closely with Sales, Product, Engineering, and Customer Support teams. This position combines

relationship management with data-driven customer success . You should be equally comfortable building relationships with senior client stakeholders and analyzing dashboards, account health, usage, and adoption data to identify opportunities or potential risks. Responsibilities

Client Relationship & Customer Success

Build and maintain strong relationships with client executives, operational teams, and other key stakeholders. Act as a

trusted advisor

and primary point of contact for your assigned clients. Develop and execute tailored customer success plans aligned with each client's business objectives. Conduct regular business reviews to measure success, identify opportunities, and provide strategic recommendations. Ensure clients understand and maximize the value of the platform. Manage client escalations and coordinate effective resolutions. Portfolio & Account Management

Manage a tiered portfolio of

key accounts, growth accounts, and lower-touch accounts . Adapt your engagement strategy based on the needs, potential, and risk level of each account. Maintain consistent communication across your portfolio while ensuring accounts remain actively engaged. Identify opportunities to strengthen relationships, improve retention, and support account growth. Adoption, Account Health & Retention

Own the

health, engagement, and adoption metrics

for your portfolio. Monitor dashboards and usage data to identify meaningful trends. Identify accounts that may be at risk

well before renewal . Develop and execute intervention plans for at-risk customers. Translate usage and adoption data into clear recommendations that clients can act on. Identify opportunities to increase platform adoption, retention, and upsell potential. Voice of the Customer

Gather and organize client feedback to identify opportunities to improve the overall customer journey. Identify potential product features and enhancements based on customer needs. Advocate for clients during product roadmap discussions. Partner with Product and other internal teams to ensure customer needs are understood and considered. Customer Experience Strategy

Collaborate cross-functionally to continuously improve customer success processes, tools, and frameworks. Develop training resources, best practices, and client engagement strategies. Improve customer success playbooks and processes to create a scalable and repeatable customer experience. Partner with Support teams on day-to-day client needs while maintaining ownership of the overall client relationship.

Requirements What We're Looking For

5+ years of Customer Success, Customer Experience, or Account Management experience , ideally within a

B2B SaaS environment . Experience managing client relationships in the

U.S. or North American market is strongly preferred . Professional/Advanced English , both written and spoken, with the ability to confidently communicate with U.S. and Canadian clients. Valid U.S. visa and availability to travel to the United States as required. Availability to travel

up to 30% , depending on client engagement needs. Proven experience building relationships with senior stakeholders and acting as a trusted advisor. Experience managing a

portfolio/book of business

across different account tiers. Strong understanding of customer adoption, retention, account health, and risk management. Comfortable working with

customer data, dashboards, spreadsheets, usage metrics, and adoption trends . Ability to identify at-risk accounts and develop proactive strategies before renewal. Experience conducting

business reviews, client presentations, workshops, and strategic conversations . Proven ability to identify customer needs and translate them into actionable recommendations. Strong problem-solving skills and the ability to manage complex client situations. Ability to collaborate effect