What you will do

Proactively reach out to clients (building administrators) on a regular basis
Monitor platform usage and identify drops in activity or potential risks
Contact clients before issues become complaints (low usage, staffing gaps, etc.)
Provide guidance and recommendations to improve their experience with the platform
Identify opportunities where clients could expand usage and share them with internal teams
Act as the main point of contact between the client and internal teams (operations & strategy)
Support service recovery when issues occur, ensuring the client feels supported and solutions are delivered
Follow up consistently until issues are fully resolved

What we are looking for

Experience in Customer Success, Account Management, or client-facing roles (B2B preferred)
Strong communication skills in English (written and verbal)
Ability to manage multiple clients and priorities at the same time
Proactive mindset (you don’t wait for problems, you anticipate them)
Strong follow-up and organizational skills
Comfortable having difficult conversations and solving problems
Analytical mindset (ability to interpret basic data or usage trends)

Nice to have

Christmas Bonus: 30 days, to be paid in December.
Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
Dental Insurance: Always smile with confidence!
Life Insurance: (Death and MXN Disability)
Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
Cell Phone Reimbursement & Transportation Subsidy.
Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
Multicultural Exposure: Work with operations within Mexico and United States.
MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
Exclusive Discounts: Benefits with different companies for being part of MezTal.
Academic Agreements: Access to national universities and language schools.

Customer Success Manager – Proactive, Strategic

Key skills