Client Success Manager - Account Manager

Title: Client Success Manager - Account Manager Location: Querétaro, MX

Job Description

About the Role

We are looking for a Client Success Manager to join our Client Success team. In this role, you will own relationships with a portfolio of core customers and ensure they achieve strong adoption, measurable value, and long-term success with our platform.

This is a hands-on role for someone who enjoys building relationships, proactively managing risk, and driving customer retention and growth in a SaaS environment.

What You’ll Do

• Own and manage relationships with a portfolio of core customers.
• Act as the primary point of contact and trusted partner for your accounts.
• Drive customer adoption and ensure clients achieve their desired outcomes.
• Proactively identify churn risks and execute mitigation strategies.
• Track and act on customer success metrics such as NPS, product usage, ROI, and retention.
• Partner with internal teams to resolve customer needs and improve the overall experience.
• Build long-term, value-driven relationships with customers.

Qualifications

Required Qualifications

• 2+ years of experience in Customer Success, Account Management, or a similar client-facing role.
• Experience working in a SaaS environment.
• Proven ownership of customer retention and adoption (not just support).
• Strong communication skills (verbal and written).
• Analytical mindset with the ability to interpret customer data and metrics.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Proactive, customer-first approach to problem solving.

Nice to Have

• Experience using CRM tools such as Salesforce.
• Familiarity with Customer Success platforms (e.g., ChurnZero).
• Experience working with metrics like NRR, churn, NPS, and usage data.
• Customer Success–related certifications.

How Success Is Measured

• Net Revenue Retention (NRR).
• Customer satisfaction and NPS.
• Product adoption and customer engagement.
• Strength and longevity of customer relationships.

Compensation & Benefits

• Strong career development opportunities
• Company-paid major medical insurance
• Savings Plan (Caja de Ahorro)
• FREE Breakfast, Lunch, Drinks and Snacks
• In-office Health Department
• TotalPass - discounted access to gyms and studios
• Hybrid scheme
• Base Salary: $23,000 - $25,000 MXN
• Variable Bonus: Up to $6,000 USD annually

Application Requirements

• This is an on-site position in Querétaro, Mexico: Prol. Bernardo Quintana 300. Torre 57, Centro Sur, 76090.
• We are only considering candidates who are Mexican citizens or legally authorized to work in Mexico, and currently reside within Querétaro or are willing to relocate.
• Please attach your updated CV in English when applying.