Remote Scaled Customer Success Manager

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Job Title: Remote Scaled Customer Success Manager (100% Work From Home)

Location: Remote from Mexico City

Position Type: Full-time

Salary: ~$4,166 USD/month paid via ACH

Schedule: Monday to Friday, 9:00am - 5:00pm Central Time

Job Overview

Our client offers an industry-leading platform that empowers companies of all sizes and industries to build robust and sustainable businesses. Their powerful suite of customer success, product, community, and education solutions enables businesses to scale efficiently, foster internal alignment, and gain a holistic understanding of their customers. This comprehensive approach helps drive product adoption, prevent churn, and significantly increase renewals and expansions. Hundreds of companies utilize their software, including nearly 200 publicly traded organizations and industry leaders like GE Digital, SAP Concur, and Zendesk. They maintain a global presence with offices in the US, UK, Netherlands, Israel, Japan, and India.

Our client joined the Vista Equity Partners portfolio in 2020 and was awarded their Excellence in Engineering award in 2021 for advancements in product and engineering. They have also been recognized by Forbes as one of the top 100 private cloud companies, by Inc. Magazine as one of the fastest-growing private companies in America, and by Fortune Magazine as one of 20 Great Workplaces in Tech.

With a strong commitment to diversity and inclusion, they foster a culture that celebrates all individuals, regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

As a Scaled Customer Success Manager, you will support a portfolio of 75-150+ clients within our client's Scaled segment, while also helping to establish their Customer Success (CS) function in Mexico City. Key priorities for this role include leveraging automation and scalable processes to effectively manage risk, drive product adoption, and ensure positive customer outcomes that lead to renewals, expansion, and advocacy. Additionally, you will mentor other CS team members and assist global stakeholders in scaling the CS function throughout Latin America.

What You’ll Be Building
• Establish effective relationships with clients, delivering impactful and scalable customer experiences
• Communicate value and outcomes consistently to clients throughout the customer lifecycle
• Serve as the customer’s trusted resource for best practices in a scaled, automated environment
• Utilize company technology to capture and manage customer goals, objectives, and success metrics at scale
• Monitor customer health metrics, proactively identifying risks, and addressing them efficiently
• Collaborate cross-functionally within the company to manage customer interactions effectively at scale
• Identify and escalate potential opportunities for expansion and renewal to appropriate internal stakeholders
• Provide insightful feedback on client needs internally, collaborating closely with internal teams to enhance customer success
• Represent the company professionally in customer interactions and online communities

Qualifications, Skills, and Key Competencies:
• 1+ year(s) of experience in Customer Success or related customer-facing roles
• Familiarity or hands-on experience with Gainsight or similar Customer Success platforms preferred
• Understanding of Customer Success principles, including customer lifecycle management and adoption strategies
• Ability to manage a large number of customers efficiently in a high-ratio model
• Strong communication and relationship-building skills’
• Ability to create structure in ambiguity – You adapt quickly, design scalable processes, and act decisively in urgent situations
• Comfortable working in a fast-paced, high-growth environment

From the Client:

Why You’ll Love It Here

Your job should never be a barrier to your happiness—it should be an avenue to achieve it. At the company, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Here are our 5 core values:
• Golden Rule: We try to practice the Golden Rule by exercising reliability, trust, and giving back to each other and our community.
• Success for All: We believe in success for our stakeholders—whether our teammates, clients, or shareholders—comes with a sincere focus on continuous learning, selfless teaching, and making a difference in each other’s lives.
• Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism, and laughter into everything that we do.
• Shoshin: We believe in a beginner’s mind. Don’t surround yourself with people like you—diversity breeds creativity.
• Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness. The solution is to think more, not do more.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!

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