Customer Success Manager

• Lead end-to-end onboarding for new clients, managing timelines, deliverables, and stakeholder communication from kickoff through go-live
• Serve as the primary point of contact during the onboarding phase, setting clear expectations and proactively surfacing risks or blockers
• Build and maintain organized onboarding materials, project trackers, and client-facing documentation
• Coordinate cross-functionally with Sales, Product, and Support to ensure a seamless handoff and consistent client experience
• Facilitate training sessions and walkthroughs tailored to each client's use case and technical comfort level
• Tactically take care of the technical onboarding steps when appropriate
• Contribute to the continuous improvement of onboarding processes, playbooks, and templates
• Maintain accurate records of client interactions, milestones, and follow-ups in internal systems

Customer Success Specialist

• 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 customers’ businesses, operational challenges, goals, and decision-making processes
• Monitor customer activity, platform usage, adoption, engagement, and account health
• Identify at-risk accounts and create retention or recovery plans
• Reactivate customers who have reduced or stopped using the platform
• Manage escalations and difficult customer conversations
• Identify upsell, cross-sell, referral, and account expansion opportunities
• Expand relationships into additional locations or business units
• Own customer initiatives from initial conversation through execution and final follow-up
• Coordinate with Sales, Operations, Product, and other internal teams
• Ensure demonstrations, implementations, commitments, and follow-ups happen as planned
• Maintain accurate account records, activities, opportunities, and next steps in the CRM
• Balance proactive account development with urgent customer needs
• Prioritize accounts based on health, engagement, growth potential, and business impact
• Respond to time-sensitive customer situations, including occasional needs outside standard business hours
• Measure success through customer activity, platform usage, retention, reactivation, engagement, adoption, expansion, and account growth outcomes

Client Success & Account Growth Manager

• Own the operational relationship for a portfolio of client accounts from kickoff through renewal
• Serve as the primary point of contact for customers, supporting platform adoption, utilization, delivery, project management, and day-to-day communications
• Guide clients through implementations, training, user acceptance testing, go-live, ongoing operations, renewals, and expansion opportunities
• Collaborate with Account Management, DevOps, Delivery Engineering, Technical Pre-sales, Service Engineering, Product, Engineering, Commercial, and other internal teams
• Create and maintain account success plans documenting client goals, adoption status, risks, and next actions
• Track account health and engagement patterns and address potential issues before escalation
• Own delivery execution for new implementations and expansion or upsell-related implementation work
• Define scope, goals, and deliverables using Statements of Work; manage timelines, milestones, dependencies, risks, and communications
• Track work items in Azure DevOps, coordinate with DevOps and Delivery Engineering, and manage budget and financial objectives
• Run client kickoffs, user acceptance testing, training, and go-live support
• Develop working knowledge of the Imagen platform, including user experience, metadata schemas, workflows, access controls, user administration, and configuration
• Guide customers toward configuration-based solutions and engage specialist teams when appropriate
• Monitor usage data for renewal risks and provide Account Managers with context and recommended approaches
• Identify expansion signals and provide supporting information to Account Managers
• Complete annual account audits and route findings to appropriate internal teams
• Collect and share customer feedback with Product, Engineering, and Commercial teams
• Maintain account records, success plans, and engagement history in Salesforce
• Share platform guidance, best practices, and lessons learned; use AI tools to improve research, communications, and routine tasks

• Conduct routine check in calls with current clients
• Help manage and gatekeep attorney calendars by appropriately scheduling client appointments
• Return voicemail calls from current clients
• Identify recurring client needs, concerns, or patterns and communicate relevant trends to leadership
• Identify opportunities to reengage lapsed leads and help move them closer to resolution
• Ask thoughtful questions, actively listen to client concerns, and respond with empathy, professionalism, and a solutions oriented mindset
• Develop and maintain strong relationships with current and former clients
• Handle inbound calls from current clients and reroute calls belonging to other departments
• Support client retention and growth objectives through proactive communication
• Cultivate client relationships that can lead to referrals, repeat business, and positive word of mouth
• Perform general administrative duties, including handling phone calls, maintaining client calendars, sending mailings, and managing general communication
• Track and report weekly call volume, lapsed lead conversion, and meaningful client touchpoints
• Maintain accurate records in CRM and Case Management systems
• Contact clients who send messages to determine whether they would like to schedule an appointment
• Contact law enforcement agencies regarding requested reports
• Make outbound calls to former clients, current clients, unretained leads, and referral sources
• Provide proactive updates following court appearances or scheduling changes
• Encourage online reviews, referrals, and newsletter opt ins
• Identify opportunities for additional services and referrals
• Provide appropriate referrals through the firm’s curated Team 100 list
• Follow up with District Attorney offices regarding discovery
• Contact District Attorney offices on Mondays regarding charges for current clients with precharging matters
• Schedule trial preparation calls
• Schedule strategy sessions

Client Happiness Coordinator, Client Success Specialist

• Manage a small portfolio of strategic enterprise accounts end to end, including onboarding, adoption, renewal, and expansion
• Build and maintain executive Success Plans with measurable business outcomes in the CS platform
• Run executive governance cadence, including QBRs, EBRs, goal tracking, and roadmap alignment
• Map and develop relationships with C-level sponsors, champions, and technical decision makers
• Serve as the customer's first technical point of contact for product questions, configuration guidance, and feature enablement
• Track product usage and adoption signals to recommend improvements and activate risk or expansion playbooks
• Own GRR for the portfolio and drive NRR through adoption-led expansion opportunities
• Deliver a reliable renewal and expansion forecast with Q+2 visibility
• Detect risks early and lead recovery plans, involving the executive sponsor when required
• Represent the voice of the customer to the vendor's Product organization
• Support clients from LATAM

• Design technical adoption plans to ensure sustained growth in technology proficiency
• Work closely with key Field stakeholders, including Sales, Customer Success, and Solution Architects
• Understand customer ecosystems and IT landscapes
• Perform technical reviews and share knowledge to identify and prevent potential issues
• Understand customers' technical infrastructures, hardware, and offerings
• Provide excellent customer support regarding OutSystems use
• Catalog, categorize, and share common customer issues with other OutSystems teams
• Serve as a customer advocate within OutSystems
• Deliver key OutSystems product roadmap updates and assist customers with upgrades
• Visit customers regularly as needed to provide an exceptional customer service experience
• Build trust-based customer relationships by understanding IT infrastructure, internal processes, and business needs
• Guide customer development teams on OutSystems development best practices
• Oversee solution architecture design and overall technical quality
• Interface with Technical Support, R&D, Sales, and Professional Services teams

Technical Success Manager, Bilingual Spanish/English

• Manage and support all trial/proof-of-concept (POC) activities for Enterprise Account Executives and Sales Engineers
• Partner in developing and implementing goals, objectives, and success criteria for each trial
• Design and configure the Motive platform to meet each client's unique needs
• Act as a subject matter expert on product, change management, communication strategy, risk management, and coaching techniques
• Create and deliver onsite and web-based training and best-practice presentations
• Leverage reporting and data analysis to provide actionable insights throughout the trial journey
• Communicate updates on major milestones and keep stakeholders informed of progress
• Drive trial conversion and long-term program success, particularly for Enterprise Sales

Trial Success Manager

• Track and update lead activity to support reporting and business development efforts
• Coordinate appointments and scheduling through Calendly
• Support client intake processes from initial contact through qualification
• Maintain accurate lead records and current data
• Manage and update client information within Lawmatics and Clio
• Handle initial client inquiries professionally and empathetically
• Qualify incoming leads based on established criteria
• Monitor and manage potential client leads received through call answering services
• Maintain professionalism and customer service in all interactions
• Assist with social media inquiries and incoming prospect communications
• Use Google Workspace for daily communications and documentation
• Monitor and respond to prospective-client communications
• Follow up with prospective clients to maintain engagement and improve conversion rates

Client Experience Specialist

• Maintain strong client relationships
• Ensure customer satisfaction
• Drive long-term account success
• Collaborate regularly with Delivery and Managed Services teams to review account status
• Monitor customer health and satisfaction metrics
• Analyze account performance
• Identify growth opportunities
• Contribute to sales and retention strategies
• Help maximize customer value, engagement, and overall business outcomes
• Conduct regular status reviews with Delivery and Managed Services teams
• Monitor and evaluate customer satisfaction metrics
• Collaborate on developing sales strategies
• Track and analyze account performance

• Liderar la estrategia de Customer Success en el país, alineada con las prioridades del negocio.
• Asegurar una buena experiencia del cliente desde la entrega comercial hasta la adopción, uso y expansión.
• Dar seguimiento al valor entregado, la satisfacción del cliente y los riesgos de abandono.
• Liderar, desarrollar y acompañar al equipo local de Customer Success.
• Coordinar con equipos regionales y globales para aplicar procesos, herramientas y mejores prácticas.
• Trabajar de forma transversal con Ventas, Marketing, Soporte y otras áreas para asegurar una experiencia fluida.
• Detectar oportunidades de crecimiento comercial y derivarlas al equipo correspondiente.
• Apoyar lanzamientos de nuevos productos y cambios en el mercado, asegurando adopción y capacitación.
• Impulsar la mejora continua del área con datos, reportes y seguimiento de indicadores.
• Gestionar indicadores de onboarding, adopción, salud de cartera, satisfacción, valor entregado, retención, expansión, operación y desarrollo del equipo.

Customer Success Manager jobs in Mexico

Customer Success Specialist

Client Success & Account Growth Manager