Remote Work: Hybrid

Overview: At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.
You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally.
Come make an impact every day at Zebra.
Manages a team of Customer Success Managers who build post-sales relationships with customers to drive and increase adoption and utilization of company products. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Responsibilities:
Strong client relationship skills and a focus on customer satisfaction
Strong customer relationship management and account retention skills
Deep understanding of the customer lifecycle (onboarding, adoption, renewal, expansion)
Excellent communication and presentation abilities (verbal and written)
Strategic thinking focused on long-term customer value and satisfaction
Sales experience
Proven experience in upselling and cross-selling to existing clients
Ability to identify business opportunities and drive revenue growth
Strong negotiation and closing skills
Pipeline management and forecasting accuracy
Experience collaborating with Sales teams to align goals and drive customer expansion
Analytical skills are crucial so they can understand customer success metrics, interpret retention data.




Good team player since they’ll be in the middle ground between the sales team and the service team.
Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy
programs.

Drive business process recommendations to eccelarate adoption, retention, upsell and
value achievement while identifing and resolving risk and increasing ROI

Hire, coach and develop individuals to be strong Customer Success leaders of their
business

Engage with team members to build and execute on their career and personal
development plans

Team with Sales, Marketing, Support and Professional Services to guide customers on
their journey and help them maximize their investment

Provide thought leadership as the Customer Success vision continues to evolve and help
turn this vision into executable programs and processes for CSMs to deliver to
customers driving continuous improvement and scale.

Instrumental in driving best practices and training across the CS team members
Facilitate and drive monthly executive cadence calls for assigned customers
Attend and assist the team drive quarterly steering committee agenda’s, partnering with
sales, Executive Management and other resources to drive continued ROI.
Partner with sales to identify expansion opportunities.
Meet or exceed performance goals
Leadership & Collaboration Skills
Cross-functional collaboration with Sales, Product, Marketing, and Support teams
Team leadership and mentoring (for senior or manager-level roles)
Strong problem-solving and conflict-resolution abilities
High adaptability in fast-paced and changing environments

Qualifications:
Bachelor’s degree required, Master’s Degree or relevant
Preferably in B2B or technology environments
experience in consulting, professional services or customer
success

Minimum of 5-10 years' work experience in leading customer and sales
facing organizations
Retail/CPG or Supply Chain experience preferred
Ability to manage influence through persuasion,
negotiation, and consensus building




Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Experience managing teams of 5+ and managing
managers
Advanced or fluent English (both written and spoken)
Proficiency in CRM and Customer Success tools (Salesforce, Gainsight, HubSpot, or similar)
Preferred qualifications
Master’s degree (MBA or similar) is a plus
Customer Success or Account Management certifications
Sales or negotiation training/certifications are an advantage
Proven track record of achieving customer retention and expansion goals
Experience managing enterprise or strategic accounts
Background in SaaS, software, hardware, or industrial technology solutions preferred
Experience collaborating with cross-functional teams (Sales, Product, Marketing, Technical Support)
Portuguese is a plus
Strong presentation and executive communication skills
Strategic thinker with a consultative mindset
Excellent interpersonal and relationship-building abilities
Results-driven and customer-oriented attitude
Ability to thrive in a dynamic, fast-paced environment

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.
Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy .

📌 Senior Manager Customer Success AM 69/31 (Ciudad de México)
🏢 Zebra Technologies
📍 Ciudad de México