Job Title: Customer Success Manager

Location: Remote – Mexico (Occasional travel to client office in Mexico City, Mexico)

Duration: 6–12 Months Contract

Job Description

We are seeking an experienced Customer Success Manager to serve as the primary liaison between business stakeholders and technical support teams. The adecuado candidate will have strong experience with Service Now, customer relationship management, and application support, ensuring successful delivery of services, issue resolution, and customer satisfaction.

Key Responsibilities

- Act as the primary point of contact for customers and business stakeholders.
- Build and maintain strong customer relationships, ensuring high levels of customer satisfaction and engagement.
- Manage customer support requests, incidents, and service delivery through Service Now.
- Coordinate with application support, development, and infrastructure teams to resolve issues and meet SLA commitments.
- Monitor and track incidents, service requests, problem tickets, and escalations.
- Facilitate regular customer meetings, status reviews, and service performance discussions.
- Identify customer needs, risks, and opportunities for service improvement.
- Drive issue resolution by collaborating with cross-functional teams and ensuring timely communication to stakeholders.
- Prepare reports, dashboards,



and metrics related to service performance and customer satisfaction.
- Support change management, release activities, and production support processes.

Required Skills & Experience

- 5+ years of experience in Customer Success, Service Delivery, Account Management, or Application Support roles.
- Strong hands-on experience with Service Now (Incident, Problem, Change, and Service Request Management).
- Experience managing customer relationships and stakeholder communications.
- Knowledge of Application Support processes and production support environments.
- Strong understanding of ITIL concepts and service management best practices.
- Excellent communication, presentation, and problem-solving skills.
- Ability to manage multiple priorities and work effectively in a remote environment.

Preferred Qualifications

- ITIL Foundation Certification.
- Experience working with enterprise applications and support teams.
- Prior experience supporting customers in a managed services or consulting environment.
- Bilingual (English/Spanish) is a plus.

Key Skills

- Customer Success Management
- Service Now
- Customer Relationship Management
- Application Support
- Incident & Problem Management
- ITIL
- Stakeholder Management
- Service Delivery
- Escalation Management
- Client Communication

📌 Customer Success Manager (México)
🏢 E-IT
📍 México