(CE13CSM) Customer Success Manager - Remote, Guadalajara/CDMX

Job Description: Senior Customer Success Manager (Enterprise)

About the Role

We are looking for a seasoned Customer Success Manager (CSM) to join our client's growing team and take ownership of enterprise customer relationships. This role is critical as we expand into larger accounts (1,00010,000+ employees) and need a trusted partner who can confidently navigate complex organizations, drive adoption, and identify expansion opportunities.
This is not a junior CSM role. You will be expected to own relationships at a strategic level, lead a pod of creative and design specialists, and act as the quarterback who ensures value realization and customer growth.

Key Responsibilities

• Own and manage a portfolio of enterprise customers, building deep relationships with senior stakeholders.
• Navigate complex org structures, identify decision-makers, and ensure product adoption aligns with client KPIs.
• Lead and mentor a pod of Designers/Creative Specialists, providing strategic direction while ensuring delivery excellence.
• Partner with leadership to drive renewals and expansions acting as a trusted advisor who can influence outcomes.
• Prepare and lead QBRs, strategic reviews, and executive-level conversations.
• Proactively identify risks and create action plans to address challenges before they escalate.
• Collaborate cross-functionally with implementation, support, and product to ensure customer needs are met.
• Serve as a role model for the CSM team, helping to uplevel processes and best practices.

Qualifications

• 5+ years of Customer Success or Account Management experience, with at least 2+ years handling enterprise-level accounts.
• Strong ability to navigate complex customer organizations and drive stakeholder alignment.
• Excellent English communication and presentation skills persuasive, confident, and able to influence executives.
• Proven success leading QBRs, building ROI cases, and driving adoption/expansion in a SaaS or services-based business.
• Comfortable working in fast-paced, less-structured environments (startup/growth-stage).
• Nice to have: experience in design, creative services, or working closely with creative teams.
• Nice to have: familiarity with AI or digital tools to streamline design/content workflows.