Manages customer success activities for assigned accounts with responsibility for service follow-up, customer communication, and operational performance within defined scope. Acts as the main operational contact for assigned customers during contract execution, drives follow-up on service issues and improvement actions, and supports structured service reviews. Helps maintain customer satisfaction and reliable service delivery through independent day-to-day account handling.

Key Responsibilities

Act as the main operational point of contact for assigned customers during the contract execution phase

Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication on service matters

Deliver service reviews and support performance discussions using structured operational insights and customer feedback

Analyze service performance and identify improvement opportunities within assigned accounts
Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders




Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating

Manage operational exceptions and coordinate escalation resolution across functions

Provide structured input on performance risks, account health, and service improvement opportunities to relevant stakeholders
Support retention and renewal discussions by contributing customer success insights and delivery performance information for assigned accounts

Background & Core Competencies

Bachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience

Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facing roles

Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution

Strong analytical and problem-solving capability for structured and semi-complex issue

📌 Customer Success Manager (México)
🏢 Wallenius Wilhelmsen
📍 México