Associate Customer Success Manager

About Magpiecrest Labs:

Our main product is a payroll and timekeeping app for hourly workforces, sold by subscription and supported from Mexico City. We make a web-based inventory and purchasing system used by independent restaurants, breweries and small food manufacturers. Most engineers work remotely and come into the office one week a quarter for planning.

The position:

The Associate Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. This role is remote. You will need a reliable internet connection and a quiet place to work.

What you'll be doing:

• Coordinate with support on open tickets for your accounts
• Escalate product bugs and feature requests through Jira with clear context
• Document every customer touch in Salesforce
• Monitor usage and health scores in Gainsight and act on red flags
• Lead kickoff calls and onboarding plans with new customers
• Run quarterly business reviews with customer stakeholders
• Build success plans with measurable goals for each account

Skills and experience:

• 0-2 years in customer success, account management or implementation at a SaaS company
• Travel up to 15%
• Bachelor's degree or equivalent experience
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Working knowledge of Salesforce
• Calm under pressure when a customer is angry

Preferred:

• Experience with usage-based pricing
• SQL or Looker for pulling your own account data
• Background in healthcare, logistics or financial services customers

Perks and benefits:

Salary: MXN 26,000 - MXN 32,000 monthly

• Private health insurance
• Gym membership
• Training budget
• Payment in USD
• Meal vouchers

We will only contact shortlisted applicants.

Please mention your notice period and expected salary.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Magpiecrest Labs.