MezTal

Customer Success Manager

MezTal

full-time

Posted on:

Location Type: Hybrid

Location: Guadalajara • 🇲🇽 Mexico

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Job Level

Mid-LevelSenior

About the role

  • Customer Onboarding & Adoption Partner with the onboarding team to ensure new locations are fully onboarded, trained, and actively using the platform within established timelines. Support customers during early adoption to drive long-term success.
  • Account Management & Retention Own the health of assigned accounts by maintaining strong relationships, proactively managing renewals, and identifying potential risks early. Work to improve overall customer health and retention across your portfolio.
  • Quarterly Business Reviews (QBRs) Prepare and deliver QBRs that highlight product usage, outcomes, adoption trends, and potential growth opportunities. Present insights and recommendations to customer leadership teams.
  • Customer Engagement Maintain regular, value-driven communication with customers through meetings, check-ins, and personalized outreach. Ensure customers feel supported, informed, and confident in the value they receive.
  • Cross-Functional Collaboration Collaborate closely with Growth Managers and Pipeline & Programs teams to support multi-location expansions, upsell opportunities, and risk mitigation strategies for at-risk accounts.
  • Account Rescue & Risk Management Identify accounts in severe or at-risk status and actively work on recovery plans to improve engagement, usage, and overall health.

Requirements

  • Experience in Customer Success, Account Management, Client Services, or a related role
  • Strong customer-facing communication skills
  • Ability to manage multiple accounts and priorities simultaneously
  • Comfort working with metrics, dashboards, and customer usage data
  • Proven ability to collaborate cross-functionally
  • Strong problem-solving and relationship-building skills
  • Experience supporting multi-location or enterprise customers
  • Background in SaaS, healthcare, senior living, or technology-enabled services
  • Experience leading QBRs or executive-level customer conversations
  • Advanced English
  • Located in Guadalajara and open to a 3x2 hybrid setting (Must)
Benefits
  • 🎄 **Christmas Bonus**: 30 days, to be paid in December.
  • 🩺 **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
  • 🩹 **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
  • 😁 **Dental Insurance**: Always smile with confidence!
  • 💼 **Life Insurance**
  • 🌴 **Vacation Days**: 12 vacation days.
  • + 📅 **Floating Holidays**: 3
  • 📱 Cell Phone Reimbursement & Transportation Subsidy.
  • 🌐 **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
  • 🌍 **Multicultural Exposure**: Work with operations within Mexico and the United States.
  • 🎉 **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
  • 💸 **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
  • 📚 **Academic Agreements**: Access to national universities and language schools.
  • 🚀 **Career Growth**: We will search for the best conditions for progressing in your career.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementClient ServicesMetricsDashboardsCustomer Usage DataQBRsSaaSTechnology-Enabled Services
Soft skills
Customer-Facing CommunicationMulti-Account ManagementCollaborationProblem-SolvingRelationship-Building