Customer Success Manager, SMB
Manages relationships and adoption for SMB customers in a hybrid Mexico City role, partnering with support, sales, marketing, and customer success teams to improve customer health, retention, and growth. Requires at least two years of customer or account management experience and bilingual English/Spanish proficiency.
About the job
Responsibilities
- Support SMB customers as a product expert, driving adoption and helping them achieve their goals.
- Manage customer touchpoints using automated processes and innovative approaches.
- Host customer webinars and facilitate customer collaboration.
- Partner with Customer Success to support adoption, cross-sell, and upsell initiatives.
- Evaluate customer health and assess risk across an assigned book of business.
- Partner with Customer Support on escalations requiring strategic oversight.
- Respond to customer inquiries within one business day.
- Track customer communications and data in Gainsight and Salesforce.
- Maintain positive customer experiences to support software renewals.
- Build industry knowledge covering trends, use cases, and emerging technologies.
Requirements
- 2+ years of experience in customer success management or account management.
- SaaS or technology experience strongly preferred.
- Salesforce or HubSpot experience preferred.
- Strong organization, time management, prioritization, verbal communication, and written communication skills.
- Comfort managing a large volume of accounts.
- Ability to work independently, adapt, and operate in a fast-paced environment.
- Strong listening skills and the ability to work with varied customer profiles.
- Ability to collaborate with customer support, business development, software development, and product management teams.
- Bilingual English/Spanish proficiency required.
Nice-to-haves
- Customer implementation experience.
- Software adoption experience.
- Willingness to test and implement innovative ideas.
Compensation and Benefits
- Competitive base salary.
- Annual company bonus.
- 100% employer-paid medical, dental, and vision coverage.
- Parental leave program.
- Christmas bonus (Aguinaldo).
- Generous vacation and holiday policy.
- Monthly work-from-home stipend.
- Laptop, monitor, and accessories provided.
- Recognition and rewards program.
- Language immersion program.
- Mentorship, tech talks, and career development opportunities.
Skills
Customer Success Management, Account Management, SaaS, Salesforce, HubSpot, Gainsight, Customer Implementation, Software Adoption, Customer Health, Cross-Sell, Upsell, Webinars
Similar jobs
Customer Success jobs
Prompt Health
Remote
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.
Thyme Care
Remote
Engages Spanish- and English-speaking cancer-care members through phone, text, and email, assessing needs and coordinating healthcare and community resources. The role requires at least two years of patient-facing navigation or coordination experience, strong communication skills, and success in a high-volume, metrics-driven environment.
Thyme Care
Remote
Engages oncology-care members through phone, text, and email, assesses health and social needs, and connects them with clinical, community, and financial resources. Requires at least two years of patient-facing care coordination or navigation experience and comfort working in a high-volume, metrics-driven remote environment.
Pearl
Remote
Manages relationships with dental practice customers, drives product adoption and value realization, troubleshoots issues, and supports renewals and account growth. Requires 2–3 years of customer success or solutions consulting experience plus dental practice experience and radiography knowledge.
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.