Job Objective:
The Customer Success & Onboarding Specialist ensures that clients quickly realize measurable value from the platform, remain engaged over time, and identify opportunities for expansion.
This role combines technical onboarding, customer lifecycle management, and operational enablement, serving as the bridge between implementation, customer satisfaction, and business growth.
Additionally, the Specialist is responsible for maintaining and updating demo environments used by Sales and Success teams, ensuring that all demonstration accounts reflect the latest product updates, workflows, and use cases.
Responsibilities:
- Lead trial process for prospects, ensuring configuration, training, and adoption.
- Lead onboarding processes for new customers from kickoff to go-live, ensuring configuration, training, and adoption.
- Conduct recurring Customer Satisfaction Reviews (CSR) to measure ROI, satisfaction, and identify expansion opportunities.
- Monitor account health and proactively manage engagement and risk.
- Maintain updated demo environments for internal and client-facing use, ensuring they are configured, functional, and aligned with current product releases.
- Generate customer insights for Product, Sales, and Support based on CSR findings and adoption data.
- Keep Client Success, dashboards, and client documentation up to date.
- Develop internal enablement materials for playbooks, case studies, and templates to support scalable Success operations
- Manages end-to-end onboarding and ongoing success for assigned customer accounts.
- Coordinates product configuration, user training, and CSR execution.
- Owns setup and upkeep of demo environments for both Sales and Success presentations.
- Ensures customers reach activation, value realization, and renewal milestones.
- Delivering a consistent customer experience that enables retention, expansion, and strong internal enablement for Sales and Success team.
- Moderate to high serves as the voice of the customer and a key operational bridge between commercial and technical teams
Requirements:
- Bachelor’s degree in Business, Engineering, Administration, or a related field.
- At least +3 years of experience in Customer Success or Account Management within a SaaS company, ideally in the automotive industry.
- Experience in upselling and cross-selling to maximize revenue growth
- Fluent English (C1 level or higher); experience managing international clients.
- Strong analytical and strategic thinking skills.
- Ability t
- Experience using CRM tools (Zoho or similar).
- Excellent communication skills and relationship management capabilities.
- Familiarity with Customer Success metrics
- Experience working with product teams (preferably)
- Ability to translate technical requirements into clear actionables for the company
Key Outputs:
- Onboarding completion reports and adoption dashboards.
- CSR summaries (ROI, usage, satisfaction, expansion).
- Updated, functional demo environments.
- Account activation rate ≥ 85% within 30 days.
- Net Retention Rate (NRR) ≥ 115%.
- CSAT ≥ 8.5 / 10.
- Demo environments refreshed monthly and aligned with product roadmap.
Perks
Labor Hours: Monday to Friday 9:00 am to 6:00 pm
Modality: Full-time, Contractor, Remote in Mexico
Salary: $35,000 to $45,000 MXN Net Monthly
Open Positions: 1
Major and minor medical expenses insurance
Accounting services provided by the company
Remote role with availability to operate across Europe and U.S time zones
About the Company
Our client provides SaaS solutions that help the automotive industry digitize and optimize their commercial operations. Our technology enables dealerships, manufacturers, and automotive service providers to improve their sales performance and customer experience through data-driven tools.
Location: Remote in Mexico