Customer Success Manager, SMB - Mexico

The role

The Customer Success Manager supports customer engagement and growth. You will build relationships with clients, drive product adoption, and identify opportunities for satisfaction and retention.

What you will do

• Develop and maintain relationships with assigned customers.
• Conduct regular check-ins to ensure high Net Promoter Scores and engagement.
• Identify unique customer needs and make strategic recommendations.
• Act as a trusted advisor to key stakeholders and executives.
• Assist with customer education for seamless transitions.
• Conduct product walkthroughs to ensure effective feature utilization.
• Drive product adoption by addressing challenges and recommending solutions.
• Manage accounts by driving upsells, cross-sells, and successful renewals.
• Partner with sales and commercial teams for revenue growth.
• Act as the primary point of contact for customer concerns.

Required qualifications

• Fluency in English and Spanish
• 1-3 years of experience in a customer success or client-facing role
• Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Zendesk, Gainsight)
• Strong interpersonal and communication skills (both written and verbal)
• Customer-centric mindset
• High emotional intelligence (EQ) and empathy
• Strong time management and organizational skills
• Problem-solving mindset
• Ability to thrive in a dynamic, fast-paced startup environment
• Self-directed, motivated, and continuously learning

Nice to have

• Automotive industry experience

Benefits

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off
• Matching donations for approved charitable organizations
• Group volunteer efforts

Before you apply

• Remote position is for candidates based in Mexico only

About the company

Shopmonkey is the leading auto-repair shop software company. It is a cloud-based solution that helps auto-repair shops consolidate tools and streamline operations.