Responsibilities:
• Set the strategic tone, direction, and supervision of how ContractPodAi works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with CPAi issued processes, policies and procedures.
• Management of customer expectations and being a focal point for customer service issues
• Support the customer success team to ensure quality execution that drives towards the client’s business objectives and key metrics.
• Management of customer expectations and being a focal point for customer issues
• Increase ARR across existing accounts through the execution of growth / upsell strategies.
• Drive retention for each account through customer advocacy, increased usage and adoption strategies
• Ongoing post-implementation support and account management
• Ensure that all projects are delivered on time, within scope and within budget.
• Develop and run a detailed project plan to track the progress.
• Use appropriate verification techniques to manage changes in project scope, schedule and costs.
• Manage the relationship with the client and all stakeholders.
• Establish and maintain relationships with third parties/vendor.
• Relationship-focused client management, that aligns client and vendor goals for mutually beneficial outcomes
• Coordinate with various internal teams to build the right strategies to help the existing customer base.
• Implement an effective strategy that results in decreased churn and increased upsell opportunities.




• Focus on customer intimacy – deliver business impact and innovative improvements by understanding our customers’ key business issues and opportunities.

Requirements:
• At least 3 years experience in a similar role
• SaaS experience essential, legal services experience desirable
• Solid technical background, with a demonstrable understanding of software development and web technologies
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Occasional international travel
• Experience working with/presenting to C-level executives.
• Business process management experience and expertise
• Proven track record of successfully managing customer relationships and results delivery. Required Competencies:
• Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively.
• Ability to influence through persuasion, negotiation, and consensus-building with senior level leaders, customers, and internal stakeholders.
• Knowledge managing in a SaaS environment
• Strong empathy for customers and their business challenges.
• Proven track record in the management of general service delivery operations
• Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
• Excellent communication skills with customers and key executives.
• Ability to identify risks and dependencies and put in place plans to mitigate them

📌 Customer Success Manager (Ciudad de México)
🏢 Integreon
📍 Ciudad de México