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Customer Success Manager Mexico

JumpCloudApplicants from: Mexico
Fully remoteFull-timeSenior
Posted Sep 19, 2026Open until Nov 10, 2026
Apply on Remote OK

Role overview

We are seeking an experienced Customer Success Manager based in Mexico to own and manage a portfolio of high-value Enterprise, Commercial and SMB accounts.

In this role, you will act as a trusted advisor and strategic partner to IT executives, driving deep product adoption, customer retention, and long-term value realization.

You will partner closely with Sales, Account Management, Support, Solutions Engineering, and Product teams to champion customer needs, mitigate churn risks, and unlock expansion opportunities.

Responsibilities

  • Develop deep, multi-threaded relationships with key executive decision-makers and stakeholders across Enterprise accounts. Build and execute tailored Customer Success Plans aligned with client business outcomes.
  • Partner with Implementation and Professional Services teams to guide onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments.
  • Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early.
  • Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews with key client leaders to showcase ROI, benchmark health, and align on strategic roadmaps.
  • Partner closely with Account Executives and Account Managers to develop Customer Success Plans, identify expansion/upsell opportunities, and drive strong Net Retention Rates (NRR).
  • Serve as the primary point of contact for strategic account escalations. Advocate for customer product enhancements with Product and Engineering leadership to influence product roadmap priorities.
  • Maintain a deep technical understanding of the platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices.

Requirements

  • 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts.
  • Strong industry background with SaaS products with preferred domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration.
  • Proven track record of building trust and commanding credibility with key Business and IT stakeholders, C-suite IT leaders, VPs, and technical stakeholders.
  • Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans.
  • Outstanding verbal, written, and presentation skills, with an ability to translate complex technical concepts into business outcomes.
  • A self-starter with strong organization, project management, and cross-functional leadership skills in a high-growth, remote-first environment.
  • Bachelor’s degree or equivalent practical experience.
  • Must be authorized to work in Mexico without restriction.
  • Proficient in English and Spanish.
  • Should be willing to travel for customer meetings and workshops - 10%.

Source: Remote OK