The Role
The Customer Success Team’s Mission
We exist to empower our customers to connect with their prospects—and each other—in a more personal, human way. We partner with customers to understand their business, proactively solve challenges, and fuel innovation and transformation using Orum.
We’re here to make sure our customers don’t just use Orum—they thrive with it.
As a Senior Customer Success Manager, you’ll own the entire post-sale customer journey—from onboarding and adoption to expansion and renewals. Think of this role as part mentor, part strategist, part product expert, and always a trusted partner.
You’ll work cross-functionally with Sales, Product, and Enablement to deeply understand your customers’ goals, design success plans, and ensure they’re continuously realizing value from Orum. Your success is measured by theirs—and you’re just as obsessed with outcomes as they are.
Salary: OTE range is $700k - $900k MXN. If you're selected, we'll make an offer within this range that matches the experience you're coming with.
What You'll Do:
- Become a strategic advisor for your customers by understanding their goals, success metrics, and growth initiatives
- Help customers unlock the full value of Orum through best practices, proactive guidance, and tailored solutions
- Build deep relationships with key stakeholders, including executives, across your accounts
- Identify risks early and rally internal teams to ensure successful outcomes
- Stay up-to-date on Orum’s product and help customers adopt new features with confidence
- Deliver consistent communication on customer health, goals, and progress
- Create internal and external documentation, including customer success stories, onboarding templates, and best practices
- Manage a portfolio of customers, driving retention and growth
What We're Looking For:
- Based in Mexico (this role is not open to any other locations at this time)
- 5+ years of experience in a Customer Success role within a B2B SaaS environment
- Proven success managing enterprise-level accounts and driving customer outcomes
- Excellent written and verbal communication skills in English
- Comfortable working independently and navigating ambiguity in a fast-moving environment
- Strong bias toward proactive execution and ownership over reactive support
- Hands-on experience with common customer success and sales tools (e.g., Salesforce, Gainsight, Zendesk, HubSpot)
- Confident using data to drive conversations, measure success, and guide strategic decisions
- Deep understanding of customer lifecycle management, including onboarding, adoption, expansion, and renewal
- Core Working Hours: PT - ET hours
Bonus:
- Background in Sales Development or a related sales function
Benefits
✨ Flexibility to work anywhere in Mexico
✨ Flexible Vacation Policy
✨ Meaningful stock options in Orum
✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)
✨ 100% coverage for employees and dependents for healthcare, dental, and vision insurance plans
✨ Maternity + Paternity leave
✨ $1k equipment reimbursement for work-related items that's yours to keep
✨ Company retreats and meetups for all employees to connect in person
✨ Company ERG - Women Of Orum (WOO)
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The Company
What We Do
Empower your inside sales team by automating the hardest parts of outbound calling. Orum leverages AI to detect voicemails, filter out bad numbers, and navigate phone directories to get your reps into live conversations quickly.
