Customer Experience Manager (VISA Needed) - Hybrid Guadalajara MX

• 5+ years of Customer Success, Customer Experience, or Account Management experience, ideally within a B2B SaaS environment.
• Experience managing client relationships in the U.S. or North American market is strongly preferred.
• Professional/Advanced English, both written and spoken, with the ability to confidently communicate with U.S. and Canadian clients.
• Valid U.S. visa and availability to travel to the United States as required.
• Availability to travel up to 30%, depending on client engagement needs.
• Proven experience building relationships with senior stakeholders and acting as a trusted advisor.
• Experience managing a portfolio/book of business across different account tiers.
• Strong understanding of customer adoption, retention, account health, and risk management.
• Comfortable working with customer data, dashboards, spreadsheets, usage metrics, and adoption trends.
• Ability to identify at-risk accounts and develop proactive strategies before renewal.
• Experience conducting business reviews, client presentations, workshops, and strategic conversations.
• Proven ability to identify customer needs and translate them into actionable recommendations.
• Strong problem-solving skills and the ability to manage complex client situations.
• Ability to collaborate effectively with Sales, Product, Engineering, Support, and other cross-functional teams.
• Strong presentation and public speaking skills.
• Experience in Senior Living, healthcare, technology, or SaaS is a plus.
• Experience working in a startup or fast-growth environment is desirable.

You are a social, personable, and confident communicator who enjoys building long-term client relationships while also using data to make decisions.

You are comfortable working in a fast-paced environment, managing multiple accounts and priorities, and taking ownership without waiting for detailed instructions.

You can move naturally between strategic conversations with client leadership, analyzing account performance, coordinating internal teams, and solving day-to-day customer challenges.

This is a full-time hybrid position based in Guadalajara, Jalisco, working from MezTal's offices and remotely according to the established hybrid schedule.

You will work directly with clients and stakeholders across the United States and Canada, so professional English and availability to collaborate during U.S. business hours are required.

The role requires up to 30% travel to the United States based on client engagement needs. Candidates must have a valid U.S. visa and availability to travel when required.