Client Success Lead, a Delivery Manager with a Computer Science or related degree and 5 to 10 years of experience, capable of managing complex strategic accounts, leading growth on a portfolio of accounts, revenue, and cross‑functional teams, with confidence. The role is based in Guadalajara or the metropolitan area.

Details

Purpose and Key Responsibilities

The Client Success Lead is responsible for driving the performance, motivation, development, and operational excellence of the Client Success (CSU) team. This role ensures that CSRs are aligned with organizational goal, equipped with the right tools and training, and consistently delivering value to clients. It acts as a bridge between strategic objectives, key results, and frontline execution, fostering a culture of accountability, growth, and client‑centricity with strong ownership.

Growth & Strategic Enablement
- Identify, document, and action growth opportunities within accounts
- Manage client‑side Promotions and COLAs
- Lead Project Reallocations
- Margin refresh
- Track Open Positions and build




- HubSpot Active Account Expansion Opportunity Creation
- Facilitate Referrals from clients and consultants

Documentation and Financial Compliance
- Manage Statements of Work (SOWs) and system information
- Manage Purchase Orders information and Finance Kickoffs
- Oversee Work Order documentation and compliance

Client Relationship & Health Monitoring
- Attend Client & Team Health Checks
- Accountable and responsible for managing all account risks

Quarterly Business Reviews (QBRs)
- Manage QBR, planning, execution, documentation, and action items
- Ensure Time Reporting Compliance
- Considerations
- Knowing the status of the financial health of the account

Performance Management
- Conduct regular 1:1s with CSRs to review performance, set goals, and provide feedback.
- Monitor and report on bonus compliance, ensuring alignment with performance metrics.

Coaching, Motivation & Development
- Provide coaching and

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