Senior Customer Success Manager

About the role

Engageware is seeking a Senior Customer Success Manager to lead a portfolio of financial services and wealth‑management customers in Mexico. You will be responsible for driving adoption, satisfaction, and growth of the AI‑powered engagement platform.

Key responsibilities

• Manage a portfolio of ~40‑50 customer accounts, ensuring health, adoption, renewal and expansion of Engageware solutions.
• Maintain regular communication, conduct on‑site strategic business reviews and quarterly executive briefings.
• Oversee project schedules, set expectations, prioritize tasks and delegate execution.
• Monitor customer engagement levels, provide feedback to product, support and development teams.
• Partner with the Renewal Manager to secure contract renewals and identify expansion opportunities.
• Collaborate with Sales to shape account strategy, drive cross‑sell and upsell initiatives.
• Deliver data‑driven insights and develop client‑specific workflow procedures.
• Serve as the primary escalation point for system questions, critical dates, releases and feature inquiries.
• Represent the customer voice to influence product, marketing and sales priorities.
• Track and update key metrics such as health status, usage trends and voice‑of‑customer feedback.

Required profile

• Minimum 5 years of experience as a Customer Success Manager serving Financial Services or Wealth Management clients.
• Excellent written and oral communication skills.
• Highly detail‑oriented, organized and capable of managing multiple competing priorities.

Required skills

What we offer

• Opportunity to work with an innovative AI‑driven platform.
• Collaborative, customer‑centric environment.
• Travel opportunities to engage directly with key accounts.