Customer Success Manager

• BPOD Latam is currently seeking an experienced Customer Success Manager
• based in Mexico City, to join one of its esteemed partners.

Mission

The mission of a Customer Success Manager (CSM) is to ensure that customers achieve their desired outcomes when using the company's products or services, driving customer satisfaction, retention, business growth, and long-term relationships.

Responsibilities

Onboarding: Support new customers in implementing and utilizing the solution effectively to maximize value and achieve early success.

Strategic Relationship Management: Serve as the primary point of contact, building trust and developing a deep understanding of customer needs and business objectives.

Performance Tracking and Outcomes: Monitor success metrics, solution usage, and progress toward achieving the customer's business goals.

Customer Retention: Identify potential churn risks and proactively implement strategies to increase customer satisfaction and reduce attrition.

Account Growth: Identify upselling and cross-selling opportunities in partnership with sales teams to drive business expansion.

Qualifications

Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.

Proven experience in Customer Success, Account Management, Customer Experience, Sales, or a related customer-facing role.

Strong relationship-building and stakeholder management skills.

Ability to understand customer business objectives and align solutions to achieve desired outcomes.

Experience managing customer onboarding, adoption, retention, and renewal processes.

Strong analytical skills, with the ability to interpret customer data, usage metrics, and KPIs.

Ability to manage multiple accounts and priorities in a fast-paced environment.

Experience working with CRM platforms such as Salesforce, HubSpot, or similar tools.

Collaborative mindset with the ability to work cross-functionally across Sales, Product, Support, and Marketing teams.

Knowledge of SaaS, cloud technologies, or technology solutions (preferred, depending on the industry).

Fluency in English is required.

BPOD is a space for inclusion and diversity.

Here, we believe in building relationships grounded in trust, closeness, teamwork, and respect, while fostering professional development by supporting team members in their growth and progression within the organization.