Custumer Succes Manager

BPOD Latam is looking for an Enterprise Customer Success Manager to join an important company team in Mexico.

Mission

The Enterprise CSM is responsible for managing a small portfolio of strategic accounts through a high-touch model. This role focuses on leading the success strategy of complex enterprise customers, ensuring long-term value realization, retention and expansion, combining executive governance with the technical depth required to guide customers in their day-to-day use of the product.

Responsibilities

• Own a small portfolio of strategic enterprise accounts end to end: onboarding, adoption, renewal and expansion.
• Build and maintain executive Success Plans with measurable business outcomes inside the CS platform.
• Run the executive governance cadence, including QBRs and EBRs, goal tracking and roadmap alignment.
• Map and develop relationships with C-level sponsors, champions and technical decision makers.
• Act as the customer's first technical point of contact for product questions, configuration guidance and feature enablement.
• Track product usage and adoption signals to recommend improvements and activate risk or expansion playbooks.
• Own GRR for the portfolio and drive NRR through adoption-led expansion opportunities.
• Deliver a reliable renewal and expansion forecast with Q+2 visibility.
• Detect risks early and lead recovery plans, involving the executive sponsor when required.
• Represent the voice of the customer to the vendor's Product organization.
• Support clients from LATAM.

Requirements

• Minimum of 8 years of experience in the CS field, managing strategic or enterprise accounts.
• Mandatory and proven experience in the IT field, with hands-on product knowledge at administrator level.
• Proven ownership of retention and expansion targets (GRR / NRR).
• Executive presence and experience engaging C-level stakeholders.
• Sales background desirable.
• Advanced Spanish level required / Advanced English level required. Portuguese is a nice to have.

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Here, we believe in building relationships grounded in trust, closeness, teamwork, and respect, while fostering professional development by supporting team members in their growth and progression within the organization.