Customer Success & Operations Manager (Mexico)
$2,080,000–$3,328,000 year
RemoteMexico
Job Summary
Serve as the primary point of contact for assigned high-value customer accounts, building relationships with senior stakeholders and conducting regular check-ins, QBRs, and performance reviews. Supervise BPO staff performance, ensuring adherence to SOPs while escalating and leading resolutions for people, process, or client expectation issues. Create and maintain standard operating procedures, identify operational gaps, and coordinate with internal teams to align delivery with client goals. Monitor project progress, timelines, and outcomes, tracking metrics to report on account health and workforce performance. Support the onboarding and transition of new client accounts.
Required Qualifications
- Prior experience in customer success, client management, or consulting
- Strong problem-solving skills
- Strong written communication skills
- Strong people management skills
- Experience working with international teams
- Experience working with BPOs
- Experience working with distributed operations
- Ability to create SOPs
- Ability to manage multiple priorities
- Ability to handle escalations
- A proactive, thoughtful communicator who can influence both clients and internal teams
Desired Qualifications
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.