Location:
Guadalajara, Jalisco — Hybrid
Salary:
$34,000 MXN gross per month + Quarterly performance-based incentives
Travel:
Valid U.S. visa required
About The Role
We are looking for a relationship-driven and commercially minded professional to manage and grow a portfolio of U.S.-based customer accounts.
This position combines Customer Success, Account Management, and relationship-based sales. You will be responsible for building trusted customer relationships, increasing platform usage, retaining and reactivating accounts, and identifying growth opportunities within existing customers.
This is not a traditional customer support position. Customers may not always contact you with an immediate request, so you must be comfortable creating engagement, uncovering needs, and proactively demonstrating how the platform can support their business.
The role is a hands-on individual contributor position in a growing and evolving environment. Some processes and responsibilities are still being refined, so the right person must be comfortable creating structure, taking initiative, and moving forward without always having detailed instructions.
Key Responsibilities
Manage and Strengthen Customer Relationships
Manage a portfolio of U.S.-based customer accounts throughout the customer lifecycle
Build authentic relationships and become a trusted partner to customer stakeholders
Conduct proactive outreach, pulse checks, account reviews, and strategic follow-ups
Understand each customer's business, operational challenges, goals, and decision-making process
Maintain meaningful relationships even when customers do not have an immediate need
Build relationships with multiple stakeholders and decision-makers within each account
Advocate for customer needs while balancing customer satisfaction with business objectives
Drive Retention and Customer Engagement
Monitor customer activity, platform usage, adoption, engagement, and account health
Identify declining or at-risk accounts and create clear retention or recovery plans
Reactivate customers who have reduced or stopped using the platform
Address concerns and objections that may prevent customers from continuing or expanding their usage
Manage escalations and difficult customer conversations calmly and professionally
Strengthen customer loyalty and position the platform effectively against competitors
Generate Account Growth
Proactively identify opportunities to increase customer activity and platform usage
Help customers recognize needs and opportunities where the platform can provide additional value
Identify and develop upsell, cross-sell, referral, and account expansion opportunities




Expand relationships into additional locations or business units within existing customer organizations
Work toward measurable goals related to retention, engagement, adoption, and account growth
Maintain a strong commercial mindset without sacrificing the quality of the customer relationship
Take End-to-End Ownership
Own customer initiatives from the initial conversation through execution and final follow-up
Coordinate with Sales, Operations, Product, and other internal teams to deliver customer outcomes
Ensure that demonstrations, implementations, commitments, and follow-ups happen as planned
Remain involved when an activity is transferred to another team and confirm that the customer receives the expected result
Escalate internal issues when they affect customer experience, retention, or account performance
Influence and hold internal stakeholders accountable without relying on formal authority
Close the loop with both customers and internal partners
Manage a Dynamic Portfolio
Balance proactive account development with urgent customer needs
Prioritize accounts based on customer health, engagement, growth potential, and business impact
Maintain accurate account records, activities, opportunities, and next steps in the CRM
Respond appropriately to time-sensitive customer situations, including occasional needs outside standard business hours
Coordinate support, monitor progress, and ensure proper resolution rather than simply transferring the request
Adapt quickly to changing priorities, evolving processes, and new business needs
How Success Will Be Measured
Performance will be evaluated through measurable customer and business outcomes, including:
Growth in customer activity and platform usage
Retention of active customer accounts
Reactivation of inactive or declining customers
Customer engagement and product adoption
Expansion into additional locations or business units
Upsell, cross-sell, referral, and account growth results
Consistency and quality of customer outreach and follow-through
Effective collaboration and execution across internal teams
Success requires consistent ownership across all performance areas.
Requirements
Advanced or fluent English (almost native preferred)
Experience working directly with U.S.-based customers
Currently living in Guadalajara, Jalisco




Valid U.S. visa and availability for occasional business travel
2+ years of experience in B2B Account Management, Customer Success, Client Partnerships, or relationship-based sales
Experience managing and growing a customer portfolio or book of business
Proven results in customer retention, reactivation, adoption, renewals, upselling, cross-selling, or account expansion
Experience working toward measurable retention, revenue, growth, adoption, or quota-based goals
Strong relationship-building, negotiation, objection-handling, and stakeholder management skills
Comfortable with proactive outreach, difficult customer conversations, and persistent follow-up
Organized, resilient, hands-on, and comfortable working in a fast-paced environment where processes are still evolving
Comfortable with performance-based compensation
Preferred Experience
SaaS, technology, healthcare, senior living, staffing, marketplaces, hospitality, insurance, or another B2B customer-focused industry
Salesforce, HubSpot, or a similar CRM
Experience building customer programs or processes from scratch
Previous work in a startup, scale-up, or performance-driven environment
The Adecuado Candidate
You build authentic customer relationships while maintaining a strong commercial mindset. You proactively create opportunities instead of waiting for customers to contact you, take ownership from beginning to end, and remain persistent when customers are unresponsive or initially resistant.
You are comfortable balancing customer happiness with retention and account growth, influencing both clients and internal teams, and being accountable for measurable results.
Benefits
Base salary: $34,000 MXN gross per month
Quarterly incentives tied to customer retention, platform adoption, activity, and account growth
Target quarterly incentive of approximately $100,000 MXN when all established goals are achieved
Incentives are performance-based and not guaranteed. New employees should expect a learning and portfolio-development period before reaching their full earning potential
Christmas Bonus: 30 days, paid in December
Major Medical Expense Insurance with coverage up to $25,000,000 MXN
Minor Medical Insurance
Dentegra Annual Services
Life Insurance (Death and Disability)
12 vacation days in accordance with Mexican Federal Labor Law
Cell phone reimbursement and transportation subsidy
Hybrid work model
Multicultural exposure with teams in Mexico and the United States
Internal MezTal events
Exclusive discounts with partner companies
Academic agreements with universities and language schools
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📌 Chip Client Success & Account Growth Manager - Visa Needed - Hybrid Gdl Mx (Guadalajara)
🏢 Meztal
📍 Guadalajara