Customer Experience Manager

MezTal

Customer Experience Manager driving adoption, retention, and growth for a Senior Living technology platform. Managing U.S.

Posted 8/18/2026full-timeGuadalajara • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing client relationships and driving customer success in a B2B SaaS environment, with a focus on account health, retention, and adoption strategies. Proficient in translating customer data into actionable insights and recommendations while collaborating effectively with cross-functional teams.

Highest-signal resume keywords

Customer Success ManagementClient Relationship ManagementAccount Health MonitoringData Analysis and ReportingStrategic Business Reviews

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementClient PresentationsBusiness ReviewsData AnalysisRisk ManagementAdoption StrategiesRetention StrategiesPortfolio ManagementProactive Intervention Planning

Soft Skills

Problem-SolvingCollaborationCommunicationPublic SpeakingRelationship Building

Tools & Technologies

DashboardsSpreadsheetsCustomer Data ToolsSaaS Platforms

Industry Keywords

B2BSaaSSenior LivingHealthcareTechnology

About the role

Key responsibilities & impact

Build and maintain relationships with client executives, operational teams, and key stakeholders
Act as trusted advisor and primary point of contact for assigned clients
Develop and execute customer success plans aligned with client business objectives
Conduct regular business reviews and provide strategic recommendations
Ensure clients understand and maximize platform value
Manage client escalations and coordinate resolutions
Manage a tiered portfolio of key, growth, and lower-touch accounts
Adapt engagement strategies based on account needs, potential, and risk
Identify opportunities to strengthen relationships, improve retention, and support account growth
Own portfolio health, engagement, and adoption metrics
Monitor dashboards and usage data to identify trends and at-risk accounts
Develop intervention plans for at-risk customers before renewal
Translate usage and adoption data into actionable client recommendations
Identify opportunities to increase adoption, retention, and upsell potential
Gather and organize client feedback to improve the customer journey
Advocate for clients during product roadmap discussions
Collaborate with Product and internal teams on customer needs
Improve customer success processes, tools, frameworks, playbooks, and training resources
Partner with Support teams on day-to-day needs while owning the overall client relationship

Requirements

What you’ll need

5+ years of Customer Success, Customer Experience, or Account Management experience
Ideally within a B2B SaaS environment
Experience managing client relationships in the U.S. or North American market strongly preferred
Professional/Advanced English, written and spoken
Valid U.S. visa and availability to travel to the United States
Availability to travel up to 30%
Experience building relationships with senior stakeholders and acting as a trusted advisor
Experience managing a portfolio/book of business across different account tiers
Understanding of customer adoption, retention, account health, and risk management
Comfort working with customer data, dashboards, spreadsheets, usage metrics, and adoption trends
Ability to identify at-risk accounts and develop proactive pre-renewal strategies
Experience conducting business reviews, client presentations, workshops, and strategic conversations
Ability to translate customer needs into actionable recommendations
Strong problem-solving skills and ability to manage complex client situations
Ability to collaborate with Sales, Product, Engineering, Support, and cross-functional teams
Strong presentation and public speaking skills
Experience in Senior Living, healthcare, technology, or SaaS is a plus
Startup or fast-growth environment experience is desirable
Availability to collaborate during U.S. business hours

Benefits

Comp & perks

Christmas Bonus: 30 days, to be paid in December
Major Medical Expense Insurance: Coverage up to $25,000,000.00 MXN
Dental and Visual Insurance
Life Insurance (Death and MXN Disability)
12 vacation days in accordance with Federal Labor Law
3 floating holidays in addition to the 7 official holidays in Mexico
Cell Phone & Transportation Allowance: monthly total gross allowance of MXN $1,836
Hybrid Scheme: remote and in-office work
Multicultural Exposure: Work with operations within Mexico and the United States
MezTal Internal Events
Exclusive Discounts with different companies for being part of MezTal
Academic Agreements: Access to national universities and language schools