Customer Success Manager | Mid Enterprise

Customer Success Manager | Mid Enterprise Department: Operations Team: Sales Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** As a Customer Success Manager (CSM), you will drive customer success by overseeing the operational health of existing restaurant accounts and identifying opportunities to expand and grow partnerships. You will work closely with both internal and external stakeholders—including Account Managers and restaurant partners—to understand their goals, support their success, and maximize the value they gain from our solutions. This role is central to building long-term relationships and ensuring customers achieve meaningful business outcomes. **What You’ll Do** - Operational Performance & Growth; Monitor and follow up on action plans to improve operational metrics. Identify and unlock growth opportunities across both commercial strategy and merchant operations. - Customer Support & Advocacy; Proactively identify potential challenges and work cross-functionally to resolve them. Serve as a trusted advocate for customers, sharing structured feedback on product launches and operational improvements with relevant internal teams. - Reporting & Insights; Provide regular updates on customer health and performance. Translate data and customer feedback into actionable recommendations that support product and process enhancements. - Relationship Management; Build and maintain strong relationships with key customer stakeholders. Partner closely with Account Managers to support operational, integration, and account initiatives—taking ownership of project follow-up and execution. - Product Adoption & Value Creation; Understand each customer’s business objectives and recommend tailored product solutions backed by data insights to help them achieve measurable results. - Retention & Expansion; Assess adoption gaps and monitor overall operational health to drive long-term retention and identify expansion opportunities. - Location Growth; Identify onboarding opportunities and collaborate with merchants to activate all eligible service locations. **Basic Qualifications**