Customer Success Manager, SMB

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential SaaS client in their search for a Customer Success Manager, SMB based in Mexico City. This is a hybrid role requiring two days per week in their downtown office (Reforma area).

In this position, you will own customer relationships within the SMB segment, driving engagement, adoption, and retention. You'll work cross-functionally with support, marketing, and sales teams to ensure customers achieve their goals and maintain high satisfaction rates. This is an individual contributor role ideal for someone energized by customer enablement and relationship building.

Responsibilities

• Serve as a product expert for SMB segment customers, driving platform adoption and helping them accomplish their objectives
• Manage customer touchpoints using automated processes and innovative approaches
• Host customer webinars and facilitate collaboration opportunities
• Support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell activities
• Evaluate account health and assess risk across your book of business
• Partner with Customer Support to manage escalations requiring strategic oversight
• Respond to all customer inquiries within one business day
• Track customer communication and data accurately in Gainsight and Salesforce
• Stay current on industry trends, use cases, and emerging technologies
• Ensure positive customer experiences to maintain software renewals

What We're Looking For

• 2+ years of experience in customer success management or account management
• Bilingual English/Spanish fluency required
• Experience in a SaaS or tech environment strongly preferred
• Salesforce or HubSpot experience preferred
• Strong organization and time management skills with proven ability to prioritize
• Comfort managing a large volume of accounts simultaneously
• Outstanding verbal and written communication skills
• Willingness to test and implement innovative ideas
• Experience with customer implementation and software adoption preferred
• Strong listening skills and ability to work with diverse customer profiles
• Independent, self-motivated, success-driven, and adaptable working style
• Ability to thrive in a fast-paced, challenging environment
• Legal authorization to work in Mexico without sponsorship required

How We Work With You

Candidates interested in this position should apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to assess fit and alignment. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our official process.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Employment Opportunity: Get A Job.ai is committed to creating an inclusive recruitment experience. We welcome applicants from all backgrounds and provide equal opportunity throughout our process.