Customer Success Manager (Proactive / Strategic) - Hybrid Guadalajara MX

We are hiring a Customer Success Manager (Proactive / Strategic) to support one of our U.S.-based clients in the senior living industry.

This role is not traditional customer service.

You will be responsible for managing relationships with senior living communities (“buildings”) that use a platform to request and manage caregiving staff.

Your main goal is to ensure clients are actively using the platform, solving issues before they escalate, and identifying opportunities to improve their experience and growth.

What you will do

• Proactively reach out to clients (building administrators) on a regular basis
• Monitor platform usage and identify drops in activity or potential risks
• Contact clients before issues become complaints (low usage, staffing gaps, etc.)
• Provide guidance and recommendations to improve their experience with the platform
• Identify opportunities where clients could expand usage and share them with internal teams
• Act as the main point of contact between the client and internal teams (operations & strategy)
• Support service recovery when issues occur, ensuring the client feels supported and solutions are delivered
• Follow up consistently until issues are fully resolved

Requirements:
What we are looking for

• Experience in Customer Success, Account Management, or client-facing roles (B2B preferred)
• Strong communication skills in English (written and verbal)
• Ability to manage multiple clients and priorities at the same time
• Proactive mindset (you don’t wait for problems, you anticipate them)
• Strong follow-up and organizational skills
• Comfortable having difficult conversations and solving problems
• Analytical mindset (ability to interpret basic data or usage trends)

Nice to have

• Experience working with U.S. clients
• Experience in SaaS, marketplaces, or staffing-related platforms
• Experience in healthcare or senior living industries

What success looks like

• Clients are actively engaged and using the platform
• Issues are resolved before becoming complaints
• Strong relationships with assigned accounts
• Opportunities for growth are consistently identified

Why join us

• Work with a fast-growing U.S. client
• High-impact role with visibility and ownership
• Collaborative, dynamic environment
• Opportunity to grow in customer success and strategic account management

Benefits:
• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• Multicultural Exposure: Work with operations within Mexico and United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.