Build and maintain relationships with client executives, operational teams, and key stakeholders Act as trusted advisor and primary point of contact for assigned clients Develop and execute customer success plans aligned with client business objectives Conduct regular business reviews and provide strategic recommendations Ensure clients understand and maximize platform value Manage client escalations and coordinate resolutions Manage a tiered portfolio of key, growth, and lower-touch accounts Adapt engagement strategies based on account needs, potential, and risk Identify opportunities to strengthen relationships, improve retention, and support account growth Own portfolio health, engagement, and adoption metrics Monitor dashboards and usage data to identify trends and at-risk accounts Develop intervention plans for at-risk customers before renewal Translate usage and adoption data into actionable client recommendations Identify opportunities to increase adoption, retention, and upsell potential Gather and organize client feedback to improve the customer journey Advocate for clients during product roadmap discussions Collaborate with Product and internal teams on customer needs Improve customer success processes, tools, frameworks, playbooks, and training resources Partner with Support teams on day-to-day needs while owning the overall client relationship Requirements 5+ years of Customer Success, Customer Experience, or Account Management experience Ideally within a B2 B Saa S environment Experience managing client relationships in the U. S. or North American market strongly preferred Professional/Advanced English, written and spoken Valid U. S.



visa and availability to travel to the United States Availability to travel up to 30% Experience building relationships with senior stakeholders and acting as a trusted advisor Experience managing a portfolio/book of business across different account tiers Understanding of customer adoption, retention, account health, and risk management Comfort working with customer data, dashboards, spreadsheets, usage metrics, and adoption trends Ability to identify at-risk accounts and develop proactive pre-renewal strategies Experience conducting business reviews, client presentations, workshops, and strategic conversations Ability to translate customer needs into actionable recommendations Strong problem-solving skills and ability to manage complex client situations Ability to collaborate with Sales, Product, Engineering, Support, and cross-functional teams Strong presentation and public speaking skills Experience in Senior Living, healthcare, technology, or Saa S is a plus Startup or fast-growth environment experience is desirable Availability to collaborate during U. S. business hours Core Competencies Demonstrates expertise in managing client relationships and driving customer success in a B2 B Saa S environment, with a focus on account health, retention, and adoption strategies. Proficient in translating customer data into actionable insights and recommendations while collaborating effectively with cross-functional teams. Highest-signal resume keywords Customer Success Management Client Relationship Management Account Health Monitoring Data Analysis and Reporting Strategic Business Reviews ATS Optimization Keywords Hard Skills Customer Success Account Management Client Presentations Business Reviews Data Analysis Risk Management Adoption Strategies Retention Strategies Portfolio Management Proactive Intervention Planning Soft Skills Problem-Solving Collaboration Communication Public Speaking Relationship Building Industry Keywords B2 B Saa S Senior Living Healthcare Technology Tools & Technologies Dashboards Spreadsheets Customer Data Tools Saa S Platforms #J-18808-Ljbffr

📌 Customer experience manager (Guadalajara)
🏢 Jobtailor
📍 Guadalajara