Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users.

Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform.

Understand how customers' businesses operate, identify their unique needs, and make strategic recommendations to help them succeed.

Become a trusted advisor to key stakeholders and executives, advocating for their success and business goals.

Assist with customer education to ensure a seamless transition from onboarding to customer success.

Conduct product walkthroughs to ensure customers effectively utilize key features and value-added products.

Drive product adoption by proactively addressing customer challenges and recommending solutions.

Manage accounts by driving upsells, cross-sells, and successful renewals.

Partner with sales and commercial teams to identify and execute revenue growth opportunities.

Act as the primary point of contact for customer concerns, ensuring issues are addressed quickly and effectively.

Remove roadblocks to adoption by identifying challenges and proposing solutions.

Serve as the voice of the customer by representing customer feedback and use cases internally to improve the platform.

Customer Success Manager, SMB - Mexico

Responsibilities