Customer Success Manager - SMB Mexico

Role Overview:

• Own a book of ~50–70 SMB accounts from kickoff through renewal, handling full-cycle customer management.
• Serve as first responder for all inbound customer questions via Slack and ticketing system.
• Facilitate renewals and manage renewal process in coordination with Account Management.

What You’ll Own:

• Drive customer health, adoption, and retention across your book of business.
• Identify upsell and expansion opportunities; proactively flag at-risk accounts.
• Maintain detailed account notes and health tracking in our customer ticketing system.

Who We’re Looking For:

• 3+ years in Customer Success, Account Management, or Technical Support in SaaS or cloud.
• Strong organizational skills to manage 50–70 accounts.
• Comfortable in a Slack-heavy, async-first, fast-paced startup environment.

Why Join Us:

• Own the full customer lifecycle: your accounts, your relationships, your results.
• Fast-growing team of ~70 people with hubs in SF and Vancouver.
• Work with a strong team who built at scale at Google, Meta, Salesforce, and Confluent.