Customer Success Manager

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

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

• Support new customers in implementing and utilizing the solution effectively to maximize value and achieve early success.
• Serve as the primary point of contact, building trust and developing a deep understanding of customer needs and business objectives.
• Monitor success metrics, solution usage, and progress toward achieving the customer's business goals.
• Identify potential churn risks and proactively implement strategies to increase customer satisfaction and reduce attrition.
• Identify upselling and cross-selling opportunities in partnership with sales teams to drive business expansion.

Requirements

• 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.