Location: Guadalajara, Jalisco, Mexico – Hybrid
Employment: Full-time
English Level: Professional/Advanced English required
Industry: Senior Living / Technology – U.S. Market
Travel: Up to 30% – Valid U.S. visa required
About the Role
MezTal is looking for a high-energy, passionate, and experienced Customer Experience Manager (CXM) to join our team and work directly with one of our U.S.-based clients in the Senior Living technology industry.
In this role, you will be responsible for ensuring client success by driving product adoption, strengthening client relationships, identifying risks and growth opportunities, and helping customers achieve measurable business outcomes.
You will manage relationships with clients across the United States and Canada, acting as a trusted advisor and primary point of contact while collaborating closely with Sales, Product, Engineering, and Customer Support teams.
This position combines relationship management with data-driven customer success.
You should be equally comfortable building relationships with senior client stakeholders and analyzing dashboards, account health, usage, and adoption data to identify opportunities or potential risks.
ResponsibilitiesClient Relationship & Customer Success
Build and maintain strong relationships with client executives, operational teams, and other key stakeholders.
Act as a trusted advisor and primary point of contact for your assigned clients.
Develop and execute tailored customer success plans aligned with each client's business objectives.
Conduct regular business reviews to measure success, identify opportunities, and provide strategic recommendations.
Ensure clients understand and maximize the value of the platform.
Manage client escalations and coordinate effective resolutions.
Portfolio & Account Management
Manage a tiered portfolio of key accounts, growth accounts, and lower-touch accounts.
Adapt your engagement strategy based on the needs, potential, and risk level of each account.
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