Customer Success & Operations Manager (Mexico) About the job Customer Success & Operations Manager (Mexico) 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 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. 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. 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. 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 #J-18808-Ljbffr