Location: Guadalajara, Jalisco, Mexico – Hybrid
Employment: Full-time
English Level: Professional/Advanced English required
Industry: Senior Living / Technology – U.S. Market
Travel: Up to 30% – Valid U.S. visa required
About the Role
MezTal is looking for a high-energy, passionate, and experienced Customer Experience Manager (CXM) to join our team and work directly with one of our U.S.-based clients in the Senior Living technology industry.
In this role, you will be responsible for ensuring client success by driving product adoption, strengthening client relationships, identifying risks and growth opportunities, and helping customers achieve measurable business outcomes.
You will manage relationships with clients across the United States and Canada, acting as a trusted advisor and primary point of contact while collaborating closely with Sales, Product, Engineering, and Customer Support teams.
This position combines relationship management with data-driven customer success. You should be equally comfortable building relationships with senior client stakeholders and analyzing dashboards, account health, usage, and adoption data to identify opportunities or potential risks.
Responsibilities
Client Relationship & Customer Success
- Build and maintain strong relationships with client executives, operational teams, and other key stakeholders.
- Act as a trusted advisor and primary point of contact for your assigned clients.
- Develop and execute tailored customer success plans aligned with each client's business objectives.
- Conduct regular business reviews to measure success, identify opportunities, and provide strategic recommendations.
- Ensure clients understand and maximize the value of the platform.
- Manage client escalations and coordinate effective resolutions.
Portfolio & Account Management
- Manage a tiered portfolio of key accounts, growth accounts, and lower-touch accounts.
- Adapt your engagement strategy based on the needs, potential, and risk level of each account.
- Maintain consistent communication across your portfolio while ensuring accounts remain actively engaged.
- Identify opportunities to strengthen relationships, improve retention, and support account growth.
Adoption, Account Health & Retention
- Own the health, engagement, and adoption metrics for your portfolio.
- Monitor dashboards and usage data to identify meaningful trends.
- Identify accounts that may be at risk well before renewal.
- Develop and execute intervention plans for at-risk customers.
- Translate usage and adoption data into clear recommendations that clients can act on.
- Identify opportunities to increase platform adoption, retention, and upsell potential.
Voice of the Customer
- Gather and organize client feedback to identify opportunities to improve the overall customer journey.
- Identify potential product features and enhancements based on customer needs.
- Advocate for clients during product roadmap discussions.
- Partner with Product and other internal teams to ensure customer needs are understood and considered.
Customer Experience Strategy
- Collaborate cross-functionally to continuously improve customer success processes, tools, and frameworks.
- Develop training resources, best practices, and client engagement strategies.
- Improve customer success playbooks and processes to create a scalable and repeatable customer experience.
- Partner with Support teams on day-to-day client needs while maintaining ownership of the overall client relationship.
Requirements
What We're Looking For
- 5+ years of Customer Success, Customer Experience, or Account Management experience, ideally within a B2B SaaS environment.
- Experience managing client relationships in the U.S. or North American market is strongly preferred.
- Professional/Advanced English, both written and spoken, with the ability to confidently communicate with U.S. and Canadian clients.
- Valid U.S. visa and availability to travel to the United States as required.
- Availability to travel up to 30%, depending on client engagement needs.
- Proven experience building relationships with senior stakeholders and acting as a trusted advisor.
- Experience managing a portfolio/book of business across different account tiers.
- Strong understanding of customer adoption, retention, account health, and risk management.
- Comfortable working with customer data, dashboards, spreadsheets, usage metrics, and adoption trends.
- Ability to identify at-risk accounts and develop proactive strategies before renewal.
- Experience conducting business reviews, client presentations, workshops, and strategic conversations.
- Proven ability to identify customer needs and translate them into actionable recommendations.
- Strong problem-solving skills and the ability to manage complex client situations.
- Ability to collaborate effectively with Sales, Product, Engineering, Support, and other cross-functional teams.
- Strong presentation and public speaking skills.
- Experience in Senior Living, healthcare, technology, or SaaS is a plus.
- Experience working in a startup or fast-growth environment is desirable.
Who You Are
You are a social, personable, and confident communicator who enjoys building long-term client relationships while also using data to make decisions.
You are comfortable working in a fast-paced environment, managing multiple accounts and priorities, and taking ownership without waiting for detailed instructions.
You can move naturally between strategic conversations with client leadership, analyzing account performance, coordinating internal teams, and solving day-to-day customer challenges.
Work Model & Travel
This is a full-time hybrid position based in Guadalajara, Jalisco, working from MezTal's offices and remotely according to the established hybrid schedule.
You will work directly with clients and stakeholders across the United States and Canada, so professional English and availability to collaborate during U.S. business hours are required.
The role requires up to 30% travel to the United States based on client engagement needs. Candidates must have a valid U.S. visa and availability to travel when required.
Why Join MezTal?
At MezTal, you will have the opportunity to work directly with an innovative U.S.-based organization serving the Senior Living industry while being part of our team in Guadalajara.
You will have significant ownership of client relationships and the opportunity to directly influence customer adoption, retention, satisfaction, and growth in a fast-paced and collaborative environment.
Benefits
- Christmas Bonus: 30 days, to be paid in December.
- Major Medical Expense Insurance: Coverage up to $25,000,000.00 MXN.
- Dental and Visual Insurance: Always smile and see with confidence!
- Life Insurance: (Death and MXN Disability)
- Vacation Days: 12 vacation days in accordance with Federal Labor Law
- Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
- Cell Phone & Transportation Allowance: Employees receive a monthly total gross allowance of MXN $1,836, paid through payroll under the combined transportation and cell phone concepts.
- Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
- Multicultural Exposure: Work with operations within Mexico and the 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.
