Senior Customer Success Manager

Senior Customer Success Manager

Company

Reap

Conditions

5 hours agoSenior Mexico City, Mexico Hybrid Full Time Growth Jobs by Reap

Skills

Stablecoins Health Growth Leadership Spanish Crypto English Fintech Api Communication Metrics Payments Activation Strategy Kyc Aml Portfolio Retention Web3 Account

About the Role

YOU will own and grow a portfolio of strategic customers You will map stakeholders and build executive sponsorship to drive multi product adoption You will identify upsell and cross sell opportunities and orchestrate expansion plans You will design lifecycle programs and customer health metrics to scale activation and retention You will partner with Product and Data to define success metrics and communicate impact You will provide clear feedback to Product and collaborate with teams across Sales Marketing and CX

Requirements

• Results focused with a track record of retention expansion and adoption targets
• 8-10+ years in Customer Success or Account Management with strategic ownership of mid market or enterprise accounts
• Experience with web3 crypto and fintech payments customers including stablecoins wallets card programs AML KYB and API driven products
• Lifecycle and retention chops with outbound engagement activation experiments and health models
• Strong analytics instincts and fluency with data tools AI skills and dashboard building
• Executive communication with clear MBR QBRs and calm under pressure
• Builder mindset creating frameworks not just operating them
• Fluency in English and Spanish

Responsibilities

• Own and grow top accounts
• Map stakeholders and drive multi product adoption
• Identify and pursue upsell and cross sell opportunities
• Build expansion plans tied to customer outcomes; forecast growth and identify risk; orchestrate resolutions
• Design lifecycle programs and health dashboards; establish intervention playbooks for activation and retention
• Stand up outbound engagement experiments that are measurable and repeatable
• Be the voice of the customer into Product; influence priorities across activation reporting expenses and treasury usability
• Partner with Product and Data to define success metrics and land features with enablement
• Set up account plans and value reviews; contribute content to elevate the CS function

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