Customer Success Specialist
AlertMediaMexico City, Mexico
Full Time
Posted June 11, 2025
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Job Description
The Customer Success Specialist at AlertMedia manages customer relationships, drives platform adoption, and ensures customer satisfaction to support retention and growth within a fast-paced SaaS environment.
Key Responsibilities
- Manage customer relationships, focusing on emerging customers to drive engagement, retention, and growth
- Support customer adoption and enablement of the AlertMedia platform to help customers achieve their goals
- Handle customer inquiries promptly and track communication using Gainsight and Salesforce
- Evaluate customer health and assess risks within the customer portfolio
- Partner with Customer Support to manage escalations requiring strategic oversight
- Conduct webinars and facilitate customer collaboration to promote platform usage
- Support initiatives to expand existing accounts through adoption, cross-sell, and upsell opportunities
- Align with the Customer Success team to support growth strategies and customer success metrics
- Acquire industry knowledge to stay informed on trends, use cases, and emerging technologies
Requirements
- Two (2) years of experience in customer success management or account management.
- Experience in a SaaS or Tech environment is strongly preferred.
- Salesforce or Hubspot experience is preferred.
- Strong organization and time management skills with the ability to prioritize tasks effectively.
- Outstanding verbal and written communication skills.
- Willingness to test and implement innovative ideas.
- Experience with customer implementation and software adoption is preferred.
- Strong listening skills with the ability to mirror and work with a variety of customer profiles.
- Ability to work with all members of the team including customer support, business development, software development, and product management.
- Must be independent, self-motivated, success-driven, and adaptable.
- Ability and desire to work in a fast-paced, challenging environment.
- A vision for efficiency.
- Desire to learn and be coached.
- Bilingual in English and Spanish is a must.
- This is an in-office, hybrid position requiring two days per week in the downtown Mexico City Reforma offices.
Benefits & Perks
Competitive Base Salary
Annual Company Bonus
100% Employer-Paid Medical, Dental, and Vision Coverage
Parental Leave Program
Christmas Bonus
Aguinaldo
Generous Vacation and Holiday Policy
Monthly Work-from-Home Stipend
All Necessary Equipment Provided (Laptop, monitor, accessories)
Recognition Rewards
Language Immersion Program (English, Spanish, etc.)
Continuous Learning and Growth Opportunities (mentorship, tech talks, career development sessions)
Award-Winning Culture
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