Manager, customer success management (saas)
mexico | remote | customer success – customer success management | eor
we are looking for a customer success leader to build, scale, and lead a high-performing csm team focused on onboarding, adoption, retention, and long-term customer value across global saas accounts.
this role is ideal for someone passionate about team leadership, customer experience excellence, and data-driven growth strategies, with a strong background in managing customer-facing saas teams.
about the role
as manager of customer success management, you will be responsible for building and leading a team of csms that ensure customers achieve rapid time-to-value, strong product adoption, and long-term success.
you will define and optimize customer success frameworks, drive operational excellence, and ensure your team delivers proactive, high-touch engagement across onboarding and adoption journeys.
what you'll do
* lead, coach, and develop a team of csms focused on onboarding, adoption, retention, and customer health
* own key customer success kpis such as onboarding completion, time-to-value, product adoption, and health scores
* design and execute strategies to improve customer lifetime value (cltv) through proactive engagement and adoption programs
* oversee onboarding and adoption progress using crm/cs tools, identifying risks and driving interventions
* act as escalation point for at-risk customers and lead resolution strategies
* collaborate cross-functionally with implementation, account management, product, support, and training teams
* build and optimize sops, onboarding playbooks, and success dashboards
* drive continuous improvement through data analysis, feedback loops, and process optimization
* lead team rituals including stand-ups, coaching sessions, and enablement programs
* support enterprise account engagement and communication strategies
key success metrics
* onboarding completion rates (within defined timelines)
* product adoption & milestone achievement (first 90 days)
* % of accounts in "healthy (green)" status
* csat / nps for onboarding & adoption experience
* volume and quality of expansion opportunities identified
* engagement and escalation resolution performance
what you bring
* bachelor's degree or equivalent experience
* 7+ years in saas customer-facing roles (customer success, onboarding, account management)
* 3+ years leading and managing technical customer-facing teams (12+ people)
* strong background in cross-functional collaboration (product, am, support, implementation)
* experience with crm and cs tools (e.g., freshdesk, tableau, etc.)
* strong analytical mindset with ownership of kpis and sops
* proven ability to coach, mentor, and scale high-performance teams
* excellent communication, presentation, and stakeholder management skills
* data-driven problem solver with a proactive mindset
bonus if you have
* experience supporting customers migrating from hubspot or similar platforms
* familiarity with crm/marketing automation tools such as salesforce, hubspot, activecampaign, mailchimp
* experience driving customer lifecycle growth and adoption in fast-scaling saas environments