The posting
At MezTal, customer relationships go beyond support.
We are looking for someone who genuinely enjoys building relationships, creating impact, and helping customers succeed. This is a proactive, performance-driven Customer Success role focused on engagement, retention, customer happiness, and long-term growth within existing accounts.
This position combines a base salary with a meaningful performance-based incentive structure. A key part of the role is achieving measurable customer retention, engagement, and growth goals, with quarterly bonus opportunities tied directly to these results. The ideal candidate is motivated by this type of compensation model and comfortable being accountable for defined performance targets.
This is not a reactive support position. Success in this role means not only building strong customer relationships, but also turning those relationships into measurable business outcomes through retention, increased engagement, adoption, and account growth.
We move fast, adapt constantly, and build while doing. The ideal person enjoys ownership, human connection, and the opportunity to help shape and improve how things are done as the company grows.
What You Will Do
Build Meaningful Customer Relationships
- Become a trusted partner throughout the customer journey.
- Conduct proactive outreach, pulse checks, customer reviews, and strategic follow-ups.
- Build long-term relationships focused on trust, engagement, and customer success.
- Advocate for customer needs internally.
- Create memorable customer experiences that drive loyalty and long-term partnerships.
- Maintain regular and meaningful communication with your assigned customer portfolio.
Drive Customer Success and Retention
- Monitor customer health, engagement trends, platform usage, and adoption metrics.
- Identify churn risks proactively and develop strategies to improve retention.
- Help customers maximize the value and outcomes they receive from the platform.
- Manage escalations and difficult customer conversations with empathy and professionalism.
- Improve customer engagement and long-term adoption.
- Take ownership of customer retention goals and proactively address accounts that may be at risk.
Drive Customer Growth & Performance
- Own and contribute to measurable customer retention, engagement, and account growth goals.
- Identify opportunities to increase engagement and expand business within existing customer accounts.
- Drive renewals, retention, upsell opportunities, and account expansion initiatives.
- Proactively identify opportunities to increase platform usage and customer value.
- Work toward defined performance targets that directly contribute to quarterly incentive compensation.
- Track progress against customer success and growth metrics and take action when results are below target.
- Balance customer happiness and relationship-building with measurable business outcomes.
- Approach your customer portfolio with a growth mindset, looking for opportunities to strengthen relationships while contributing to long-term business growth.
Collaborate Cross-Functionally
- Partner closely with internal teams to improve customer outcomes.
- Work collaboratively with Sales, Operations, Product, and Customer Success teams.
- Gather customer feedback and identify improvement opportunities.
- Advocate internally for customer needs while balancing business priorities.
- Support continuous improvement initiatives and scalable solutions.
- Share customer insights that can help improve retention, engagement, and growth strategies.
Build While Scaling
- Help create and improve processes as the company grows.
- Bring ideas, ownership, and initiative to improve the customer experience.
- Create structure when processes or workflows are still being developed.
- Adapt quickly as priorities, customer needs, and business goals evolve.
- Thrive in an environment where change, experimentation, and continuous improvement are part of the day-to-day work.
Requirements
Required Qualifications
- Advanced / Fluent English communication skills (near-native preferred).
- Must currently live in Guadalajara, Jalisco.
- Valid U.S. Visa (required).
- 3+ years of relevant experience in areas such as: Customer Success, Account Management, Client Success, Customer Engagement, Relationship Management.
- Experience managing a U.S. based customer portfolio or book of business.
- Demonstrated experience growing existing accounts. You should be able to explain your personal role in identifying an opportunity, presenting a solution, and contributing to increased usage, expansion, or revenue.
- 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 perform effectively under pressure.
- Comfortable working in a growing and evolving environment where processes and workflows continue to be refined. Must be proactive, adaptable, and able to take ownership, create structure, and move initiatives forward as the role and business evolve.
- Comfortable working in a performance-driven environment where a meaningful portion of total earning potential comes from quarterly bonuses tied to measurable results.
Experience With
- Customer retention metrics.
- Customer engagement KPIs.
- Customer health scores.
- Customer adoption strategies.
- Renewals.
- Upsell and cross-sell initiatives.
- Account growth programs.
- Expansion within existing customer accounts.
- Managing difficult customer conversations.
- Cross-functional collaboration.
- Working toward measurable customer or business outcomes.
Preferred Experience
- SaaS, technology, healthcare, senior living, staffing, or other customer-centric industries.
- CRM platforms such as HubSpot or Salesforce.
- Experience building processes or programs from scratch.
- Experience owning or directly influencing revenue retention, growth, or expansion metrics.
- Previous experience working with performance-based incentives, quotas, revenue targets, retention goals, or similar measurable objectives.
What We Are Looking For
Someone who:
- Builds trust naturally and creates authentic relationships.
- Loves creating customer happiness while understanding the business impact of strong customer relationships.
- Is approachable, personable, and relationship-oriented.
- Thinks proactively instead of reactively.
- Brings empathy, ownership, resilience, and strong communication.
- Handles difficult conversations calmly and professionally.
- Is naturally curious and enjoys learning.
- Takes initiative and goes above and beyond.
- Enjoys ambiguity and building while moving fast.
- Thrives in startup and high-growth environments.
- Collaborates effectively across teams.
- Balances customer happiness with retention and business growth.
- Is motivated by measurable goals and enjoys seeing strong performance reflected in their earning potential.
- Is comfortable working toward targets and being accountable for results.
- Brings energy, positivity, and a strong bias toward action.
- Enjoys being a strategic partner rather than simply providing support.
Compensation Structure
This role offers a base salary plus quarterly performance-based incentives.
Candidates should be comfortable with a compensation model where achieving and exceeding defined performance goals can meaningfully increase their total earnings.
Benefits
- Christmas Bonus: 30 days, to be paid in December.
- Major Medical Expense Insurance: Coverage up to $25,000,000.00 MXN.
- Dental and Visual Insurance: Always smile and see with confidence!
- Life Insurance: (Death and MXN Disability)
- Vacation Days: 12 vacation days in accordance with Federal Labor Law
- Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
- Cell Phone & Transportation Allowance: Employees receive a monthly total gross allowance of MXN $1,836, paid through payroll under the combined transportation and cell phone concepts.
- Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
- Multicultural Exposure: Work with operations within Mexico and the United States.
- MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
- Exclusive Discounts: Benefits with different companies for being part of MezTal.
- Academic Agreements: Access to national universities and language schools.
