Customer Success Manager (Growth & Retention)

At MezTal, customer relationships go beyond support.

We are looking for someone who genuinely enjoys building relationships, creating impact, and helping customers succeed. This is a proactive customer success role focused on engagement, retention, customer happiness, and long-term growth within existing accounts.

This is not a reactive support position. We are looking for someone who thinks ahead, creates meaningful customer experiences, and proactively drives engagement and success.

We move fast, adapt constantly, and build while doing. The ideal person enjoys ownership, ambiguity, and human connection.

What You Will Do

Build meaningful customer relationships

• Become a trusted partner throughout the customer journey
• Conduct proactive outreach, pulse checks, customer reviews, and strategic follow-ups
• Build long-term relationships focused on trust, engagement, and success
• Advocate for customer needs internally

Drive customer success and retention

• Monitor customer health, engagement trends, platform usage, and adoption metrics
• Identify churn risks proactively and develop retention strategies
• Support customers in maximizing value and outcomes
• Improve customer engagement and long-term adoption

Support customer growth initiatives

• Identify opportunities to increase engagement and account expansion within existing customers
• Support renewals, customer development initiatives, upsell opportunities, and account growth efforts
• Collaborate with internal teams to improve customer experience and outcomes

Contribute to customer experience improvements

• Gather customer feedback and identify improvement opportunities
• Support continuous improvement initiatives
• Help create memorable customer experiences that drive loyalty and long-term partnerships

Requirements

Required Qualifications

• Advanced / Fluent English communication skills (near-native preferred)
• Must currently live in Guadalajara, Jalisco
• Valid US Visa (required)
• 3+ years of experience in:
• Customer Success
• Account Management
• Client Success
• Customer Engagement
• Relationship Management
• Experience managing customer relationships and customer portfolios
• Strong communication and stakeholder management skills
• Comfortable working in dynamic, evolving, and fast-paced environments
• Customer retention metrics
• Customer engagement KPIs
• Renewals
• Upsell / cross-sell exposure
• Account growth initiatives
• Customer adoption strategies
• SaaS, technology, healthcare, senior living, staffing, or customer-centric environments is a PLUS.
• CRM platforms (HubSpot, Salesforce, etc.)

What We Are Looking For

Someone who:

• Builds trust naturally
• Loves creating customer happiness
• Thinks proactively instead of reactively
• Is energized by change and ambiguity
• Brings empathy, ownership, resilience, and strong communication
• Enjoys building while moving fast

Benefits

• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• Multicultural Exposure: Work with operations within Mexico and United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.