Customer Success Manager, SMB

Shopmonkey

. Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users .

Posted 10/26/2026full-timeRemote • MexicoJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, leveraging strong interpersonal and communication skills to drive customer engagement and satisfaction. Proficient in utilizing CRM tools to track metrics and enhance customer relationships in a SaaS environment.

Highest-signal resume keywords

Customer Success ManagementFluency In English And SpanishExperience With CRM ToolsStrong Interpersonal SkillsProblem-Solving Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementProduct WalkthroughsUpsellingCross-SellingMetrics TrackingOnboardingCustomer EducationSaaS ExperienceRenewal Management

Soft Skills

Strong Communication SkillsHigh Emotional IntelligenceEmpathyTime ManagementOrganizational Skills

Tools & Technologies

SalesforceVitallyZendeskGainsight

Industry Keywords

Automotive Industry ExperienceCustomer-Centric MindsetNet Promoter ScoreCustomer EngagementDynamic Startup Environment

About the role

Key responsibilities & impact

Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users
Conduct regular check-ins to maintain high Net Promoter Scores and platform engagement
Understand customers’ businesses, identify needs, and make strategic recommendations
Become a trusted advisor to key stakeholders and executives
Assist with customer education during onboarding and customer success
Conduct product walkthroughs and drive adoption of key features and value-added products
Manage accounts by driving upsells, cross-sells, and successful renewals
Partner with sales and commercial teams on revenue growth opportunities
Act as the primary contact for customer concerns and resolve issues effectively
Remove adoption roadblocks and propose solutions
Represent customer feedback and use cases internally to improve the platform
Track and report engagement, product adoption, NPS, and renewal metrics
Provide regular account-health updates to internal stakeholders

Requirements

What you’ll need

Fluency in English and Spanish
1–3 years of experience in a customer success or client-facing role, ideally in SaaS
Strong interpersonal and communication skills, written and verbal
Experience with customer success and CRM tools such as Salesforce, Vitally, Zendesk, and Gainsight
Automotive industry experience is a plus
Customer-centric mindset and passion for helping clients achieve their goals
High emotional intelligence and empathy
Strong time management and organizational skills
Problem-solving mindset focused on delivering customer value
Ability to thrive in a dynamic, fast-paced startup environment
Self-directed, motivated, and continuously learning
Must be based in Mexico

Benefits

Comp & perks

Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date (benefits mainly for U.S.-based, full-time employees; other benefits vary by location and employment status)
Short-term and long-term disability
Employee assistance program
Reimbursement for a personal health and wellness membership
Generous parental leave
401(k) available upon hire
11 paid holidays
Flexible time off
Matching donations for approved charitable organizations
Group volunteer efforts