Location: Guadalajara, Jalisco, Mexico – Hybrid Employment: Full-time
English Level: Professional/Advanced English required
Industry: Senior Living / Technology – U.S. visa required
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.based clients in the Senior Living technology industry .
The role also requires a commercial and business development mindset , with the ability to identify opportunities to expand existing accounts, introduce additional solutions, and support revenue growth through strong client relationships.
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.
Client Relationship & Customer Success
Develop and execute tailored customer success plans aligned with each client's business objectives.
Monitor dashboards and usage data to identify meaningful trends.
Translate usage and adoption data into clear recommendations that clients can act on.
Customer Experience Strategy
Collaborate cross-functionally to continuously improve customer success processes, tools, and frameworks.
Develop training resources, best practices, and client engagement strategies.
Improve customer success playbooks and processes to create a scalable and repeatable customer experience.
Partner with Support teams on day-to-day client needs while maintaining ownership of the overall client relationship.
5+ years of Customer Success, Customer Experience, or Account Management experience , ideally within a B2B SaaS environment .
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