BPOD Latam is looking for an Enterprise Customer Success Manager to join an important company team in Mexico.
Mission
The Enterprise CSM is responsible for managing a small portfolio of strategic accounts through a high-touch model. This role focuses on leading the success strategy of complex enterprise customers, ensuring long-term value realization, retention and expansion, combining executive governance with the technical depth required to guide customers in their day-to-day use of the product.
Responsibilities
- Own a small portfolio of strategic enterprise accounts end to end: onboarding, adoption, renewal and expansion.
- Build and maintain executive Success Plans with measurable business outcomes inside the CS platform.
- Run the executive governance cadence, including QBRs and EBRs, goal tracking and roadmap alignment.
- Map and develop relationships with C-level sponsors, champions and technical decision makers.
- Act as the customer's first technical point of contact for product questions, configuration guidance and feature enablement.
- Track product usage and adoption signals to recommend improvements and activate risk or expansion playbooks.
- Own GRR for the portfolio and drive NRR through adoption-led expansion opportunities.
- Deliver a reliable renewal and expansion forecast with Q+2 visibility.
- Detect risks early and lead recovery plans, involving the executive sponsor when required.
- Represent the voice of the customer to the vendor's Product organization.
- Support clients from LATAM.
Requirements
- Minimum of 8 years of experience in the CS field, managing strategic or enterprise accounts.
- Mandatory and proven experience in the IT field, with hands-on product knowledge at administrator level.
- Proven ownership of retention and expansion targets (GRR / NRR).
- Executive presence and experience engaging C-level stakeholders.
- Sales background desirable.
- Advanced Spanish level required / Advanced English level required. Portuguese is a nice to have.
BPOD is a space for inclusion and diversity.
Here, we believe in building relationships grounded in trust, closeness, teamwork, and respect, while fostering professional development by supporting team members in their growth and progression within the organization.
8+ years customer success experience managing strategic/enterprise accounts; proven IT product knowledge at administrator level; ownership of GRR/NRR targets; executive presence; advanced Spanish and English; Portuguese nice-to-have.
Key Responsibilities
- managing strategic accounts
- driving adoption
- leading renewals
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Contract
- Workplace: Remote — Mexico City, Mexico City, Mexico
- Languages: English, Spanish
About BPOD
A consulting firm providing customer success management services for enterprise clients. — Industry: Consulting Services