Customer Success & Operations Manager (Mexico)

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About Us
We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.
Role Overview
As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.
What Youll Do

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Account Ownership

- Serve as the main point of contact for assigned customer accounts.

- Build and maintain strong relationships with senior client stakeholders.

- Conduct regular check-ins, QBRs, and performance reviews.

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Team & Talent Oversight

- Supervise BPO staff performance on client accounts.

- Ensure work quality, consistency, and team adherence to SOPs.

- Escalate issues and lead resolution across people, process, or client expectations.

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Operational Excellence

- Create and maintain standard operating procedures (SOPs).

- Identify inefficiencies or gaps and propose system/process improvements.

- Coordinate with internal teams to align delivery and client goals.

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Project Management

- Monitor project progress, timelines, and outcomes.

- Support onboarding and transition of new client accounts.

- Track metrics and report on account health and workforce performance.

What Were Looking For

- Prior experience in customer success , client management , or consulting

- Strong problem-solving , written communication , and people management skills

- Experience working with international teams , BPOs, or distributed operations

- Ability to create SOPs , manage multiple priorities, and handle escalations

- A proactive, thoughtful communicator who can influence both clients and internal teams

Preferred Backgrounds

- Ex-consultants (e.g., management consulting, operations)

- Former account/project managers in tech-enabled service businesses

- Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plus

Apply here: 
Originally posted on Himalayas