Customer Success Manager - MEXICO

About the role

The Customer Success Manager serves as the primary value realization owner throughout the customer lifecycle, ensuring Simetrik delivers measurable business impact aligned with the customer's critical success factors. This strategic role goes beyond operational support to drive meaningful outcomes, enable renewals, and identify expansion opportunities by maintaining a deep understanding of the customer's evolving business challenges and objectives.

The CSM is accountable for ensuring customers receive exceptional value from their Simetrik investment by orchestrating internal resources, developing champions, and maintaining account relationships that transform customers into advocates. Success in this role requires both technical acumen and business savvy to translate platform capabilities into quantifiable business results.

Location : México or Brazil

Responsibilities

• Strategic Value Management : Develop and execute value realization plans that track critical metrics tied directly to the customer's business outcomes and original buying decision (MEDDPICC)
• Strategic Value Management : Conduct regular business reviews with stakeholders focusing on ROI achievement, value demonstration, and strategic alignment
• Strategic Value Management : Ensure continuous alignment between Simetrik's capabilities and the customer's evolving business priorities
• Strategic Value Management : Translate technical capabilities into business value narratives that resonate with different stakeholders
• Relationship Management and Governance : Build and maintain strong relationships with key stakeholders across operational customer levels
• Relationship Management and Governance : Drive effective governance cadence through structured communications, escalation paths, and decision-making frameworks
• Relationship Management and Governance : Develop customer champions who advocate for Simetrik within their organization
• Relationship Management and Governance : Partner with Account Executives, Project Managers, Education and Product teams on strategic account planning to strengthen customer value creation and confirmation
• Customer Growth and Expansion : Proactively identify expansion opportunities by continuously mapping customer challenges to Simetrik capabilities
• Customer Growth and Expansion : Collect customer diagnostics and track valuable metrics throughout the customer journey to build compelling business cases for solution expansion based on proven value delivery
• Customer Growth and Expansion : Collaborate with Account Executives to execute land-and-expand strategies
• Customer Growth and Expansion : Create success stories and reference opportunities that showcase measurable customer outcomes
• Risk Mitigation : Maintain high visibility into value realization, adoption metrics, and health indicators
• Risk Mitigation : Identify and mitigate at-risk accounts through early intervention programs and champion development and engagement
• Risk Mitigation : Ensure seamless renewal processes by providing clear ROI documentation and future value roadmaps
• Risk Mitigation : Partner with internal teams to address concerns and remove barriers to customer success
• Operational Excellence and Platform Adoption : Drive adoption through alliances with the product and education teams to enable adoption programs, share best practices, and optimize use cases
• Operational Excellence and Platform Adoption : Monitor usage patterns, engagement metrics, and user satisfaction to identify optimization and improvement opportunities
• Operational Excellence and Platform Adoption : Collaborate with the implementation team to ensure smooth transitions from go-live stages to ongoing success
• Operational Excellence and Platform Adoption : Facilitate knowledge transfer and capability building within the customer's organization

Qualifications

Essential Competencies

Benefits

Simetrik considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity / expression, protected military / veteran status, or any other legally protected factor.

I authorize Simetrik to be the data controller and, as such, it may collect, store and use for the purposes of my possible hiring, under the conditions described in this document. I also give my consent to Simetrik to treat my personal data information in accordance with the Personal Data Treatment Policy available at https : / / simetrik.com / , which was made known to me before collecting my personal data.

Join a team of incredibly talented people that build things, are free to create, and love collaborating!

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