Enterprise Customer Success Manager

About the role

BPOD Latam seeks an Enterprise Customer Success Manager to lead the success strategy for strategic enterprise accounts in Mexico, ensuring long‑term value, retention and expansion.

Key responsibilities

• Own a small portfolio of strategic enterprise accounts end‑to‑end: onboarding, adoption, renewal and expansion.
• Build and maintain executive Success Plans with measurable business outcomes.
• Run executive governance cadence, including QBRs and EBRs, goal tracking and roadmap alignment.
• Develop relationships with C‑level sponsors, champions and technical decision makers.
• Act as the first technical point of contact for product questions, configuration guidance and feature enablement.
• Track product usage and adoption signals to recommend improvements and activate risk or expansion playbooks.
• Own GRR for the portfolio and drive NRR through adoption‑led expansion opportunities.
• Deliver reliable renewal and expansion forecasts with Q+2 visibility.
• Detect risks early and lead recovery plans, involving executive sponsors when required.
• Represent the voice of the customer to the vendor’s Product organization and support LATAM clients.

Required profile

• Minimum 8 years of experience in Customer Success, managing strategic or enterprise accounts.
• Proven experience in the IT field with hands‑on product knowledge at administrator level.
• Track record of meeting retention and expansion targets (GRR/NRR).
• Executive presence and experience engaging C‑level stakeholders.
• Sales background desirable.
• Advanced Spanish and English required; Portuguese a plus.