Title:customer success manager – hospitalitylocation:mexico (100% remote) employment type:full-time contract work hours:8:00 am – 6:00 pm central time travel:up to 20% (valid u.s. Visa & passport required) department:promotion customer success – hospitality mid-marketabout milestone: for over 25 years, milestone has been a leading digital marketing software and services provider for location-based businesses. Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible. We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are.over 2,000 companies in the hospitality, retail, financial services, and automotive industries rely on milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short-listed 3 consecutive years for the us search awards, and won search engine land's prestigious \"best overall seo-sem campaign\" in 2018, and "best use of search" in 2019. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of silicon valley business journal's fastest-growing companies and an inc. 5,000 company.role overview: the customer success manager (csm) – hospitality is responsible for driving customer retention, expansion revenue, and measurable digital marketing performance for a portfolio of mid-market hospitality accounts. This role combines strategic consulting, revenue ownership, digital marketing expertise, and cross-functional leadership. The csm acts as a trusted advisor to clients while ensuring internal execution aligns with customer goals.success criteria (first 12 months) a successful candidate will: achieve and exceed renewal rate and net revenue retention (nrr) targets successfully manage a portfolio of 40+ hospitality clients drive measurable roi improvements across paid campaigns, seo, and website performance identify and close upsell opportunities within assigned accounts maintain strong customer health scores and reduce churn risk deliver strategic business reviews that translate performance data into growth plans demonstrate leadership in cross-functional collaboration across product, marketing, and services teams operate effectively in a fully remote, multicultural environment aligned to central timekey responsibilities: 1. Customer strategy & revenue ownership own a portfolio of 40+ mid-market hospitality accounts drive contract renewals and expansion revenue identify upsell and cross-sell opportunities in collaboration with sales manage customer portfolios with clear revenue accountability monitor account health and proactively mitigate churn risks2. Digital marketing & performance leadership guide clients across: paid media campaigns (google ads, performance marketing) seo and content optimization website performance and conversion optimization hospitality customer journey improvements analyze performance using: google analytics google search console campaign reporting dashboards translate analytics and performance data into actionable business recommendations support adoption of ai-driven platform features3. Relationship management & client advocacy build executive-level relationships with decision-makers serve as primary point of contact and strategic advisor conduct strategic business reviews and performance presentations align client objectives with internal teams escalate and resolve challenges proactively4. Cross-functional leadership & agile execution collaborate with product, marketing, engineering, and services teams work within scrum and agile methodologies ensure projects are delivered on time and aligned with kpis lead internal teams to meet client deadlines and expectationsideal candidate profile: you are: revenue-driven and customer-obsessed analytical and data-oriented comfortable managing large account portfolios experienced in multicultural, remote environments skilled at translating marketing performance into executive-level strategy proactive, organized, and deadline-orientedrequired experience & qualifications: bachelor's degree in engineering, marketing, business administration, or related field 5+ years of experience in customer success, key account management, or revenue management within: digital marketing agencies saas companies proven experience managing: paid campaigns upsells and contract renewals large customer portfolios (40+ accounts) experience in tech companies focused on web development: intermediate knowledge of: paid media campaigns web development fundamentals google analytics & google search console hospitality customer journey basic knowledge of ai concepts and ai-driven marketing tools strong leadership skills to manage internal teams and client stakeholders familiarity with scrum and agile methodologies strong english and spanish communication skills (verbal and written) prior experience working remotely on a fixed full-time schedule must be based in mexico valid u.s. Visa and passport willingness to travel up to 20%key focus areas: customer retention and account expansion digital marketing performance optimization executive-level relationship building cross-functional collaboration and seamless execution long-term customer loyalty and advocacykpis & performance metrics: renewal rate and retention percentage net revenue retention (nrr) and expansion revenue customer health and adoption metrics portfolio growth and upsell performance customer satisfaction and referenceability customer health & adoption metrics churn rate reductionwhat we offer: competitive compensation and performance-based incentives remote-first, flexible work environment opportunity to work with leading hospitality brands career growth within a stable, high-growth organization collaborative, innovative, and customer-centric culturewhy milestone: seo-first platform leadership | award-winning digital expertise | customer-centric culture | ai-driven innovation | proven growth and long-term stability