Location: Guadalajara, Jalisco — Hybrid
Salary: $34,000 MXN gross per month + Quarterly performance-based incentives
Travel: Valid U.S. visa required
About the Role
We are looking for a relationship-driven and commercially minded professional to manage and grow a portfolio of U.S.-based customer accounts.
This position combines Customer Success, Account Management, and relationship-based sales. You will be responsible for building trusted customer relationships, increasing platform usage, retaining and reactivating accounts, and identifying growth opportunities within existing customers.
This is not a traditional customer support position. Customers may not always contact you with an immediate request, so you must be comfortable creating engagement, uncovering needs, and proactively demonstrating how the platform can support their business.
The role is a hands-on individual contributor position in a growing and evolving environment. Some processes and responsibilities are still being refined, so the right person must be comfortable creating structure, taking initiative, and moving forward without always having detailed instructions.
Key Responsibilities
Manage and Strengthen Customer Relationships
- Manage a portfolio of U.S.-based customer accounts throughout the customer lifecycle.
- Build authentic relationships and become a trusted partner to customer stakeholders.
- Conduct proactive outreach, pulse checks, account reviews, and strategic follow-ups.
- Understand each customer’s business, operational challenges, goals, and decision-making process.
- Maintain meaningful relationships even when customers do not have an immediate need.
- Build relationships with multiple stakeholders and decision-makers within each account.
- Advocate for customer needs while balancing customer satisfaction with business objectives.
Drive Retention and Customer Engagement
- Monitor customer activity, platform usage, adoption, engagement, and account health.
- Identify declining or at-risk accounts and create clear retention or recovery plans.
- Reactivate customers who have reduced or stopped using the platform.
- Address concerns and objections that may prevent customers from continuing or expanding their usage.
- Manage escalations and difficult customer conversations calmly and professionally.
- Strengthen customer loyalty and position the platform effectively against competitors.
Generate Account Growth
- Proactively identify opportunities to increase customer activity and platform usage.
- Help customers recognize needs and opportunities where the platform can provide additional value.
- Identify and develop upsell, cross-sell, referral, and account expansion opportunities.
- Expand relationships into additional locations or business units within existing customer organizations.
- Work toward measurable goals related to retention, engagement, adoption, and account growth.
- Maintain a strong commercial mindset without sacrificing the quality of the customer relationship.
Take End-to-End Ownership
- Own customer initiatives from the initial conversation through execution and final follow-up.
- Coordinate with Sales, Operations, Product, and other internal teams to deliver customer outcomes.
- Ensure that demonstrations, implementations, commitments, and follow-ups happen as planned.
- Remain involved when an activity is transferred to another team and confirm that the customer receives the expected result.
- Escalate internal issues when they affect customer experience, retention, or account performance.
- Influence and hold internal stakeholders accountable without relying on formal authority.
- Close the loop with both customers and internal partners.
Manage a Dynamic Portfolio
- Balance proactive account development with urgent customer needs.
- Prioritize accounts based on customer health, engagement, growth potential, and business impact.
- Maintain accurate account records, activities, opportunities, and next steps in the CRM.
- Respond appropriately to time-sensitive customer situations, including occasional needs outside standard business hours.
- Coordinate support, monitor progress, and ensure proper resolution rather than simply transferring the request.
- Adapt quickly to changing priorities, evolving processes, and new business needs.
How Success Will Be Measured
Performance will be evaluated through measurable customer and business outcomes, including:
- Growth in customer activity and platform usage.
- Retention of active customer accounts.
- Reactivation of inactive or declining customers.
- Customer engagement and product adoption.
- Expansion into additional locations or business units.
- Upsell, cross-sell, referral, and account growth results.
- Consistency and quality of customer outreach and follow-through.
- Effective collaboration and execution across internal teams.
Success requires consistent ownership across all performance areas.
Requirements
- Advanced or fluent English (almost native preferred)
- Experience working directly with U.S.-based customers.
- Currently living in Guadalajara, Jalisco.
- Valid U.S. visa and availability for occasional business travel.
- 2+ years of experience in B2B Account Management, Customer Success, Client Partnerships, or relationship-based sales.
- Experience managing and growing a customer portfolio or book of business.
- Proven results in customer retention, reactivation, adoption, renewals, upselling, cross-selling, or account expansion.
- Experience working toward measurable retention, revenue, growth, adoption, or quota-based goals.
- Strong relationship-building, negotiation, objection-handling, and stakeholder management skills.
- Comfortable with proactive outreach, difficult customer conversations, and persistent follow-up.
- Organized, resilient, hands-on, and comfortable working in a fast-paced environment where processes are still evolving.
- Comfortable with performance-based compensation.
Preferred Experience
- SaaS, technology, healthcare, senior living, staffing, marketplaces, hospitality, insurance, or another B2B customer-focused industry.
- Salesforce, HubSpot, or a similar CRM.
- Experience building customer programs or processes from scratch.
- Previous work in a startup, scale-up, or performance-driven environment.
The Ideal Candidate
You build authentic customer relationships while maintaining a strong commercial mindset. You proactively create opportunities instead of waiting for customers to contact you, take ownership from beginning to end, and remain persistent when customers are unresponsive or initially resistant.
You are comfortable balancing customer happiness with retention and account growth, influencing both clients and internal teams, and being accountable for measurable results.
Benefits
- Base salary: $34,000 MXN gross per month.
- Quarterly incentives tied to customer retention, platform adoption, activity, and account growth.
- Target quarterly incentive of approximately $100,000 MXN when all established goals are achieved.
- Incentives are performance-based and not guaranteed. New employees should expect a learning and portfolio-development period before reaching their full earning potential.
- Christmas Bonus: 30 days, paid in December.
- Major Medical Expense Insurance with coverage up to $25,000,000 MXN.
- Minor Medical Insurance.
- Dentegra Annual Services
- Life Insurance (Death and Disability).
- 12 vacation days in accordance with Mexican Federal Labor Law.
- Cell phone reimbursement and transportation subsidy.
- Hybrid work model.
- Multicultural exposure with teams in Mexico and the United States.
- Internal MezTal events.
- Exclusive discounts with partner companies.
- Academic agreements with universities and language schools.
