Title:
Customer Success Manager – Hospitality
Location:
Mexico (100% Remote)
Employment Type:
Full-Time Contract
Work Hours:
8:00 AM – 6:00 PM Central Time
Travel:
Up to 20% (Valid U.S. Visa & Passport Required)
Department:
Promotion Customer Success – Hospitality Mid-Market
About 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 ****, and "Best use of search" in ****. 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 Overview
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.
Success Criteria (First 12 Months)
A successful candidate will:
Achieve and exceed renewal rate and Net Revenue Retention (NRR) targets
Successfully manage a portfolio of 40+ hospitality clients
Drive measurable ROI improvements across paid campaigns, SEO, and website performance
Identify and close upsell opportunities within assigned accounts
Maintain strong customer health scores and reduce churn risk




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
Key Responsibilities:
1. Customer Strategy & Revenue Ownership
Own a portfolio of 40+ mid-market hospitality accounts
Drive contract renewals and expansion revenue
Identify upsell and cross-sell opportunities in collaboration with Sales
Manage customer portfolios with clear revenue accountability
Monitor account health and proactively mitigate churn risks
2. Digital Marketing & Performance Leadership
Guide clients across:
Paid media campaigns (Google Ads, performance marketing)
SEO and content optimization
Website performance and conversion optimization
Hospitality customer journey improvements
Analyze performance using:
Google Analytics
Google Search Console
Campaign reporting dashboards
Translate analytics and performance data into actionable business recommendations
Support adoption of AI-driven platform features
3. Relationship Management & Client Advocacy
Build executive-level relationships with decision-makers
Serve as primary point of contact and strategic advisor
Conduct strategic business reviews and performance presentations
Align client objectives with internal teams
Escalate and resolve challenges proactively
4. 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
Lead internal teams to meet client deadlines and expectations
Adecuado Candidate Profile:
You are:
Revenue-driven and customer-obsessed
Analytical and data-oriented
Comfortable managing large account portfolios




Experienced in multicultural, remote environments
Skilled at translating marketing performance into executive-level strategy
Proactive, organized, and deadline-oriented
Required Experience & Qualifications:
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
SaaS companies
Proven experience managing:
Paid campaigns
Upsells and contract renewals
Large customer portfolios (40+ accounts)
Experience in tech companies focused on web development
Intermediate knowledge of:
Paid media campaigns
Web development fundamentals
Google Analytics & Google Search Console
Hospitality customer journey
Basic knowledge of AI concepts and AI-driven marketing tools
Strong leadership skills to manage internal teams and client stakeholders
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
Must be based in Mexico
Valid U.S. Visa and Passport
Willingness to travel up to 20%
Key Focus Areas:
Customer retention and account expansion
Digital marketing performance optimization
Executive-level relationship building
Cross-functional collaboration and seamless execution
Long-term customer loyalty and advocacy
KPIs & Performance Metrics:
Renewal rate and retention percentage
Net revenue retention (NRR) and expansion revenue
Customer health and adoption metrics
Portfolio growth and upsell performance
Customer satisfaction and referenceability
Customer Health & Adoption Metrics
Churn Rate Reduction
What We Offer:
Competitive compensation and performance-based incentives
Remote-first, flexible work environment
Opportunity to work with leading hospitality brands
Career growth within a stable, high-growth organization
Collaborative, innovative, and customer-centric culture
Why Milestone:
SEO-first platform leadership | Award-winning digital expertise | Customer-centric culture | AI-driven innovation | Proven growth and long-term stability

📌 Customer Success Manager (México)
🏢 Milestone
📍 México