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 Integral, 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