CHIP - Customer Happiness Impact Partner (Visa Needed) - Hybrid Guadalajara MX
HybridGuadalajara, Jalisco, Mexico
Job Summary
Conduct proactive outreach, pulse checks, and strategic follow-ups to build long-term customer relationships focused on trust and engagement. Monitor customer health, adoption metrics, and usage trends to identify churn risks and develop retention strategies while managing escalations with empathy. Drive account expansion by supporting renewals, upsell opportunities, and cross-sell initiatives to maximize value within existing accounts. Collaborate cross-functionally with Sales, Product, and Operations teams to improve outcomes and gather feedback for continuous improvement. Thrive in an ambiguous, fast-paced startup environment where you define processes and drive business growth alongside customer happiness.
Required Qualifications
- Comfortable working with ambiguity in a newly created role, where some processes, workflows, and responsibilities are still being defined.
- Must be proactive, adaptable, and able to create structure and move forward without always having established processes or detailed instructions.
- Advanced / Fluent English communication skills (near-native preferred).
- Must currently live in Guadalajara, Jalisco.
- Valid US Visa (required).
- 3+ years of experience in: Customer Success, Account Management, Client Success, Customer Engagement, Relationship Management.
- Experience managing customer portfolios or books of business.
- Strong communication and stakeholder management skills.
- Experience working in dynamic, fast-paced, and evolving environments.
- Comfortable managing competing priorities and changing business needs.
- Demonstrated resilience and ability to thrive under pressure.
- Experience with Customer retention metrics.
- Experience with Customer engagement KPIs.
- Experience with Customer health scores.
- Experience with Customer adoption strategies.
- Experience with Renewals.
- Experience with Upsell and cross-sell initiatives.
- Experience with Account growth programs.
- Experience with Expansion within existing customers.
- Experience with Managing difficult customer conversations.
- Experience with Cross-functional collaboration.
Desired Qualifications
- SaaS, technology, healthcare, senior living, staffing, or customer-centric industries.
- CRM platforms (HubSpot, Salesforce, etc.).
- Experience building processes or programs from scratch.
- Experience owning or influencing revenue retention, growth, or expansion metrics.
- Exposure to quota-driven or growth-oriented environments.
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