BPOD Latam is currently seeking an experienced Customer Success Manager
based in Mexico City, to join one of its esteemed partners.
Mission
The mission of a Customer Success Manager (CSM) is to ensure that customers achieve their desired outcomes when using the company's products or services, driving customer satisfaction, retention, business growth, and long-term relationships.
Responsibilities
- Onboarding: Support new customers in implementing and utilizing the solution effectively to maximize value and achieve early success.
- Strategic Relationship Management: Serve as the primary point of contact, building trust and developing a deep understanding of customer needs and business objectives.
- Performance Tracking and Outcomes: Monitor success metrics, solution usage, and progress toward achieving the customer's business goals.
- Customer Retention: Identify potential churn risks and proactively implement strategies to increase customer satisfaction and reduce attrition.
- Account Growth: Identify upselling and cross-selling opportunities in partnership with sales teams to drive business expansion.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
- Proven experience in Customer Success, Account Management, Customer Experience, Sales, or a related customer-facing role.
- Strong relationship-building and stakeholder management skills.
- Ability to understand customer business objectives and align solutions to achieve desired outcomes.
- Experience managing customer onboarding, adoption, retention, and renewal processes.
- Strong analytical skills, with the ability to interpret customer data, usage metrics, and KPIs.
- Ability to manage multiple accounts and priorities in a fast-paced environment.
- Experience working with CRM platforms such as Salesforce, HubSpot, or similar tools.
- Collaborative mindset with the ability to work cross-functionally across Sales, Product, Support, and Marketing teams.
- Knowledge of SaaS, cloud technologies, or technology solutions (preferred, depending on the industry).
- Fluency in English is required.
BPOD is a space for inclusion and diversity.
Here, we believe in building relationships grounded in trust, closeness, teamwork, and respect, while fostering professional development by supporting team members in their growth and progression within the organization.
Skills Required
- Based in Mexico City
- Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or related field
- Proven experience in Customer Success, Account Management, Customer Experience, Sales, or related customer-facing role
- Fluency in English
- Experience managing customer onboarding, adoption, retention, and renewal processes
- Experience working with CRM platforms such as Salesforce, HubSpot, or similar tools
- Strong relationship-building and stakeholder management skills
- Ability to understand customer business objectives and align solutions to achieve outcomes
- Strong analytical skills; ability to interpret customer data, usage metrics, and KPIs
- Ability to manage multiple accounts and priorities in a fast-paced environment
- Collaborative mindset; ability to work cross-functionally with Sales, Product, Support, and Marketing
- Knowledge of SaaS or cloud technologies
What We Do
BPOD is a company that serves as a platform for establishing and expanding the business of IT vendors in Emerging Markets. BPOD forms a partnership agreement, adopting a franchise-like model, to represent the vendor in the region through a success fee structure. The vendor benefits from a no-risk model that offers agility and supports growth for the region.
