Customer Success Manager

The role involves managing complex customer relationships, supporting enterprise and SMB accounts, and driving customer success through proactive engagement, problem-solving, and growth opportunities. It requires building strong stakeholder rapport, resolving issues, and contributing to account growth.

Location: Mexico (remote from Mexico City, Estado de Mexico, Monterey, Aguascalientes, Nuevo Leon, Puebla, or Queretaro)

Responsibilities

• Manages relationships of more complex accounts due to level of MRR and complexity of systems.
• Supports Enterprise level accounts and/or the most complex SMB accounts.
• Uses professional concepts; applies company policies and procedures to resolve complex issues.
• Functions as an advanced relationship builder with internal and external influence.
• Solves complex customer problems.
• Executes advanced project management skills and techniques.
• Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration.
• Partners with sales to identify, research and execute on opportunities to leverage the Rackspace product portfolio to grow customer’s footprint.
• Lead peers and develop Account Manager Is & IIs.
• Implements component upgrades. Assists Team Leader in coaching and developing Account Management team.
• Strive towards a world class target of 80% for the Net Promoter Score.
• Ensure high End of Ticket Ratings through world class Service Delivery Management.
• Engagement of every customer within their customer portfolio at a minimum once per quarter.
• Contribute to install base growth by identifying new business/ upgrade opportunities.
• Accurately forecast churn and engage managers/ business development consultants to avoid defection.
• Reduce the risk of churn by ensuring we retain customers in contract.
• Control credit memos through good administrative control and negotiation on service failures.

Requirements

• 2 - 4 years of experience in a Customer Success Manager role required