SCB Global is a vibrant, entrepreneurial, and exciting place to work. We are looking for an exceptional customer success manager to join our growing team of customer success professionals that are dedicated to delivering a top-tier experience to our valued customers. At SCB General, our people are dynamic, business-savvy, hardworking, and creative. We pride ourselves on having a team that’s smart, goal-oriented, and passionate about driving results. We’re looking for fearless, self-motivated individuals who are well-presented, polished, and eager to grow their career in Customer Success. This role is ideal for someone who thrives in a fast-paced environment and enjoys building strong relationships with customers to support customer retention and drive growth. The ideal candidate will have at least 2 years experience in a similar role. Some of the main tasks to be involved in Onboarding & Implementation Support:
• Guide new customers through the onboarding and deployment of SCB Global's OPTO solutions integrated with Microsoft Teams.
• Collaborate with technical teams to ensure seamless setup, including Direct Routing, Operator Connect, Teams telephony, and contact center configuration.
• Customer Relationship Management:
• Serve as the primary point of contact for assigned accounts.
• Develop strategic relationships with key stakeholders and champion customer needs internally.
• Product Adoption & Enablement:
• Drive user adoption of Microsoft Teams-based voice, messaging, video, and contact center features.
• Conduct training sessions and workshops tailored to end-user roles and use cases.
• Account Health & Retention:
• Monitor usage trends, satisfaction, and support interactions to proactively address risks.
• Implement success plans, identify upsell opportunities, and support renewal processes.
• Voice of the Customer:
• Collect feedback on product performance and relay insights to Solutions, Engineering, and Support teams for continuous improvement.




• Actively contribute to product roadmap discussions based on client needs. Required

Qualifications:
• 2 years in Customer Success, Account Management, or a related client-facing role in SaaS or Telecoms.
• Understanding of Microsoft Teams, especially in the context of Direct Routing, Operator Connect, or Teams Phone System.
• Familiarity with CCaaS platforms and their integration with Microsoft Teams.
• Technical acumen and ability to translate technical concepts into business value.
• Excellent communication, relationship-building, and problem-solving skills.
• Fluent English Speaking
• Ability to work across multiple time zones and with global customers. Preferred

Qualifications:
• Microsoft certifications (e.g., MS-700, Teams Voice Engineer) are a plus.
• Experience with Azure, Session Border Controllers (SBCs), SIP, and VoIP infrastructure.
• Exposure to customer engagement platforms, CRM tools/ITSM connectors (e.g., HubSpot, Salesforce), Voice AI bots and ticketing systems. On the job training
• The successful candidate will be trained on all job functions, especially the collaboration solutions , however there will be great emphasis to think independently and take initiatives themselves
• The successful candidate will be expected to work on his or her own initiative and be creative when necessary to ensure that all customers are given a top tier experience. Contacts and Relationships Internal
• The successful candidate will have contact with all departments at all levels in all locations, including partners and customer organisations.
• The successful candidate will need to work with all employees to carry out the requirements of the post External
• The successful candidate will be in contact with customers, external business partners of the Company and other professionals and staff in offices abroad. Work Environment
• The successful candidate will work remotely. There will be the occasional need for the post-holder to work unsociable hours for short periods and possible travel abroad.

📌 Customer Success Manager (México)
🏢 SCB Global
📍 México