Remoto: Teletrabajo

Title: Customer Success Manager – HospitalityLocation: Mexico (100% Remote)Employment Type: Full-Time ContractWork Hours: 8:00 AM – 6:00 PM Central TimeTravel: Up to 20% (Valid U.S. Visa & Passport Required)Department: Promotion Customer Success – Hospitality Mid-MarketAbout Milestone:For over 25 years, Milestone has been a leading digital marketing software and services provider for location-based businesses. Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible. We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are.Over 2,000 companies in the Hospitality, Retail, Financial Services, and Automotive industries rely on Milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short-listed 3 consecutive years for the US Search Awards, and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018, and "Best use of search" in 2019. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest-growing companies and an Inc. 5,000 company.Role OverviewThe Customer Success Manager (CSM) – Hospitality is responsible for driving customer retention, expansion revenue, and measurable digital marketing performance for a portfolio of mid-market hospitality accounts.This role combines strategic consulting, revenue ownership, digital marketing expertise, and cross-functional leadership. The CSM acts as a trusted advisor to clients while ensuring internal execution aligns with customer goals.Success Criteria (First 12 Months)A successful candidate will:Achieve and exceed renewal rate and Net Revenue Retention (NRR) targetsSuccessfully manage a portfolio of 40+ hospitality clientsDrive measurable ROI improvements across paid campaigns, SEO,



and website performanceIdentify and close upsell opportunities within assigned accountsMaintain strong customer health scores and reduce churn riskDeliver strategic business reviews that translate performance data into growth plansDemonstrate leadership in cross-functional collaboration across Product, Marketing, and Services teamsOperate effectively in a fully remote, multicultural environment aligned to Central TimeKey Responsibilities:1. Customer Strategy & Revenue OwnershipOwn a portfolio of 40+ mid-market hospitality accountsDrive contract renewals and expansion revenueIdentify upsell and cross-sell opportunities in collaboration with SalesManage customer portfolios with clear revenue accountabilityMonitor account health and proactively mitigate churn risks2. Digital Marketing & Performance LeadershipGuide clients across:Paid media campaigns (Google Ads, performance marketing)SEO and content optimizationWebsite performance and conversion optimizationHospitality customer journey improvementsAnalyze performance using:Google AnalyticsGoogle Search ConsoleCampaign reporting dashboardsTranslate analytics and performance data into actionable business recommendationsSupport adoption of AI-driven platform features3. Relationship Management & Client AdvocacyBuild executive-level relationships with decision-makersServe as primary point of contact and strategic advisorConduct strategic business reviews and performance presentationsAlign client objectives with internal teamsEscalate and resolve challenges proactively4. Cross-Functional Leadership & Agile ExecutionCollaborate with Product, Marketing, Engineering,



and Services teamsWork within Scrum and Agile methodologiesEnsure projects are delivered on time and aligned with KPIsLead internal teams to meet client deadlines and expectationsIdeal Candidate Profile:You are:Revenue-driven and customer-obsessedAnalytical and data-orientedComfortable managing large account portfoliosExperienced in multicultural, remote environmentsSkilled at translating marketing performance into executive-level strategyProactive, organized, and deadline-orientedRequired Experience & Qualifications:Bachelor's degree in Engineering, Marketing, Business Administration, or related field5+ years of experience in Customer Success, Key Account Management, or Revenue Management within:Digital marketing agenciesSaaS companiesProven experience managing:Paid campaignsUpsells and contract renewalsLarge customer portfolios (40+ accounts)Experience in tech companies focused on web developmentIntermediate knowledge of:Paid media campaignsWeb development fundamentalsGoogle Analytics & Google Search ConsoleHospitality customer journeyBasic knowledge of AI concepts and AI-driven marketing toolsStrong leadership skills to manage internal teams and client stakeholdersFamiliarity with Scrum and Agile methodologiesStrong English and Spanish communication skills (verbal and written)Prior experience working remotely on a fixed full-time scheduleMust be based in MexicoValid U.S. Visa and PassportWillingness to travel up to 20%Key Focus Areas:Customer retention and account expansionDigital marketing performance optimizationExecutive-level relationship buildingCross-functional collaboration and seamless executionLong-term customer loyalty and advocacyKPIs & Performance Metrics:Renewal rate and retention percentageNet revenue retention (NRR) and expansion revenueCustomer health and adoption metricsPortfolio growth and upsell performanceCustomer satisfaction and referenceabilityCustomer Health & Adoption MetricsChurn Rate ReductionWhat We Offer:Competitive compensation and performance-based incentivesRemote-first, adaptable work environmentOpportunity to work with leading hospitality brandsCareer growth within a stable, high-growth organizationCollaborative, innovative, and customer-centric cultureWhy Milestone:SEO-first platform leadership | Award-winning digital expertise | Customer-centric culture | AI-driven innovation | Proven growth and long-term stability

📌 Customer Success Manager (Ciudad de México)
🏢 Milestone
📍 Ciudad de México