Title: Customer Success Manager – Hospitality

Location: Mexico (100% Remote)

Employment Type: Full-Time Contract

Visa & Passport Required)

Promotion Customer Success – Hospitality Mid-Market 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.

The 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. Achieve and exceed renewal rate and Net Revenue Retention (NRR) targets

Drive measurable ROI improvements across paid campaigns, SEO, and website performance

Deliver strategic business reviews that translate performance data into growth plans

Demonstrate leadership in cross-functional collaboration across Product, Marketing, and Services teams

Operate effectively in a fully remote, multicultural environment aligned to Central Time Drive contract renewals and expansion revenue

Digital Marketing & Performance Leadership

Paid media campaigns (Google Ads, performance marketing)

SEO and content optimization

Website performance and conversion optimization

Analyze performance using

Google Analytics

Translate analytics and performance data into actionable business recommendations

Support adoption of AI-driven platform features Relationship Management & Client Advocacy

Build executive-level relationships with decision-makers

Conduct strategic business reviews and performance presentations

Cross-Functional Leadership & Agile Execution





Collaborate with Product, Marketing, Engineering, and Services teams

Work within Scrum and Agile methodologies

Ensure projects are delivered on time and aligned with KPIs

Analytical and data-oriented

Experienced in multicultural, remote environments

Skilled at translating marketing performance into executive-level strategy

Bachelor's degree in Engineering, Marketing, Business Administration, or related field

~5+ years of experience in Customer Success, Key Account Management, or Revenue Management within:

~ Digital marketing agencies

~ Upsells and contract renewals

~ Experience in tech companies focused on web development

~ Web development fundamentals

~ Google Analytics & Google Search Console

~ Basic knowledge of AI concepts and AI-driven marketing tools

~ Familiarity with Scrum and Agile methodologies

~ Strong English and Spanish communication skills (verbal and written)

~ Prior experience working remotely on a fixed full-time schedule

~ Visa and Passport

~ Digital marketing performance optimization

Executive-level relationship building

KPIs & Performance Metrics:

Net revenue retention (NRR) and expansion revenue

Portfolio growth and upsell performance

Competitive compensation and performance-based incentives

Remote-first, adaptable work environment

Opportunity to work with leading hospitality brands

SEO-first platform leadership | Award-winning digital expertise | Customer-centric culture | AI-driven innovation | Proven growth and long-term stability

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