We are looking for a Customer Success Manager to join the Customer Growth team in Mexico. In this role, you will be responsible for ensuring customer satisfaction, operational excellence, and successful contract execution while serving as the key link between customers and internal teams. The position plays a critical role in driving customer retention, continuous improvement, and long-term business growth.

1. Customer Relationship Management & Satisfaction

- Act as the primary point of contact for customers regarding operational topics during the contract execution phase.
- Ensure Key Account Managers, Account Managers, and relevant stakeholders are informed about operational performance, potential risks, and escalation status.
- Represent the customer's perspective internally during discussions on strategic direction and priorities.
- Serve as the escalation lead for the account, bridging the gap between customer expectations and operational execution while driving resolution with operational teams.
- Lead the preparation and delivery of structured Business Reviews, translating operational data into actionable insights that demonstrate the value of the partnership.
- Proactively manage the Customer Satisfaction (CSAT) lifecycle by developing and executing action plans based on customer feedback and voice-of-customer data.
- Maintain high levels of transparency and trust through proactive communication, ensuring alignment between customer expectations and operational capabilities.

2. Operational Governance & Service Delivery Coordination

- Own the end-to-end monitoring of SLAs (Service Level Agreements) and KPIs, driving root-cause analysis (RCA) and permanent resolution of service deviations. Ensure service delivery meets contractual obligations and performance standards.
- Lead the transition from contract signing to operational execution, ensuring full alignment of Standard Operating Procedures (SOPs).
- Act as the primary interface for volume prioritization,



consolidating customer demand forecasts to support operational readiness and capacity planning.
- Coordinate internal stakeholders to resolve complex operational disruptions, ensuring effective collaboration across functional areas.
- Monitor billing accuracy and Days Sales Outstanding (DSO), ensuring compliance with financial targets and general compliance standards.
- Manage major disruption scenarios and coordinate internal and external communication efforts.
- Partner with Operations teams to continuously improve service quality.

3. Strategic Commercial Enablement (Growth & Insights)

- Define and oversee the Customer Success strategy for the account, driving continuous improvement and representing the customer internally to support retention, renewals, and long-term partnership success.
- Lead and participate in Customer Success transformation initiatives focused on increasing customer satisfaction and strengthening renewal and retention strategies.
- Support contract renewal efforts by providing delivery performance data, service metrics, and identifying potential risk areas early in the contract lifecycle.
- Identify customer pain points, process inefficiencies, and growth opportunities within the supply chain to support business expansion.
- Promote the adoption of digital tools and sustainability initiatives that deliver additional value to customers and improve supply chain visibility.

Job Requirements

- Experience in Customer Success, Customer Care, Customer Support, Account Management, Logistics, Shipping, or Supply Chain Operations.
- Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field (or equivalent experience).
- 5–10 years of relevant professional experience.
- Strong relationship-building and stakeholder management skills.
- Ability to build trust and collaborate across teams, regions, and cultures.
- Excellent communication skills, including the ability to present complex operational topics to senior leaders and operational teams.
- Strong interpersonal influence and the ability to align diverse stakeholders.

📌 Customer Success Manager (Ciudad de México)
🏢 WWL VEHICLE SERVICES
📍 Ciudad de México