[All remote jobs](https://jobicy.com/jobs.md)[![Shopmonkey logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/baf27bf7e7c0ff8017f9d4271ae886a6.jpeg)](https://jobicy.com/company/shopmonkey.md)[Shopmonkey](https://jobicy.com/company/shopmonkey.md) # Customer Success Manager, SMB – Mexico Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/shopmonkey.md)ShareRemote from[Mexico](https://jobicy.com/job-region/mexico.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceOpen levelPublished26 Oct 2026Apply before25 Nov 2026Listing views33Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Shopmonkey is hiring a bilingual Customer Success Manager to support SMB customers in Mexico using its automotive-shop software platform. The role owns customer relationships, drives onboarding and product adoption, monitors account health and NPS, and resolves adoption barriers. It also includes commercial responsibilities such as identifying upsell, cross-sell, and renewal opportunities in partnership with sales teams. Candidates need 1–3 years of client-facing or customer-success experience, strong English and Spanish communication, CRM/customer-success tooling knowledge, and the ability to operate independently in a fast-paced startup. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is an early-career customer success role, but it requires managing varied customer stakeholders, retention outcomes, adoption challenges, and growth opportunities. The fast-paced startup setting and bilingual communication requirements increase the role’s complexity. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$65,000US market range (per year)$55k–$75k0$82.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence is inferred from the full-time Customer Success Manager role. Estimated annual market compensation is shown in USD for a comparable SMB SaaS customer-success position; actual Mexico-based compensation may vary by employer, employment arrangement, and location. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Product Adoption](https://jobicy.com/jobs?search_keywords=Product%20Adoption.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.md)[Renewal Management](https://jobicy.com/jobs?search_keywords=Renewal%20Management.md)[Upselling](https://jobicy.com/jobs?search_keywords=Upselling.md)[Cross-selling](https://jobicy.com/jobs?search_keywords=Cross-selling.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md)[Customer Relationship Management](https://jobicy.com/jobs?search_keywords=Customer%20Relationship%20Management.md)[NPS Analysis](https://jobicy.com/jobs?search_keywords=NPS%20Analysis.md)[Bilingual Communication](https://jobicy.com/jobs?search_keywords=Bilingual%20Communication.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md) Sample interview questionsHow would you identify an SMB customer at risk of churn?I would review account-health signals such as declining product usage, low engagement, unresolved support cases, missed check-ins, NPS feedback, and upcoming renewal dates. I would then contact the customer to understand the underlying issue, agree on a success plan, and track progress with clear milestones. Describe how you would drive adoption of an underused product feature. I would first connect the feature to the customer’s specific workflow and business goal. I would provide a focused walkthrough, share a relevant use case, set an adoption target, and follow up on usage data and feedback to remove any remaining obstacles. How do you balance customer advocacy with commercial goals such as upsells and renewals? I start by ensuring the recommendation creates real customer value. Once I understand the customer’s goals and current challenges, I position relevant products as solutions rather than pushing features, which supports both long-term trust and sustainable revenue growth. How would you handle a frustrated customer whose issue requires support or product-team involvement? I would acknowledge the impact, clarify the issue and desired outcome, and take ownership of coordinating the right internal teams. I would communicate expected next steps and updates proactively, while documenting the feedback so it can inform product or process improvements. Which metrics would you use to report on the health of your customer portfolio? I would track product adoption, active usage, engagement with check-ins and training, NPS or customer sentiment, open issue volume, renewal status, churn risk, and expansion opportunities. I would use these measures to prioritize outreach and provide stakeholders with a clear view of portfolio performance. Opportunity details ## About this role. The Customer Success Manager (CSM) will play a pivotal role in supporting customer engagement and growth initiatives. You will work closely with customers, ensuring they feel empowered, supported, and successful while using our platform. This role focuses on building relationships with clients of varying sizes, driving adoption of key products and features, and identifying opportunities to enhance customer satisfaction and retention. The CSM will collaborate with cross-functional teams, including sales, implementation, support, and product, to ensure customers are successful throughout their journey. Please note this remote position is for candidates based in Mexico only. ### You’ll have an opportunity to: ### Customer Relationship Management: * Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users. * Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform. * Understand how customers’ businesses operate, identify their unique needs, and make strategic recommendations to help them succeed. * Become a trusted advisor to key stakeholders and executives, advocating for their success and business goals. ### Onboarding and Product Adoption: * Assist with customer education to ensure a seamless transition from onboarding to customer success. * Conduct product walkthroughs to ensure customers effectively utilize key features and value-added products. * Drive product adoption by proactively addressing customer challenges and recommending solutions. ### Customer Growth and Retention: * Manage accounts by driving upsells, cross-sells, and successful renewals. * Partner with sales and commercial teams to identify and execute revenue growth opportunities. ### Issue Resolution and Advocacy: * Act as the primary point of contact for customer concerns, ensuring issues are addressed quickly and effectively. * Remove roadblocks to adoption by identifying challenges and proposing solutions. * Serve as the voice of the customer by representing customer feedback and use cases internally to improve the platform. ### Customer Insights and Reporting: * Track and report on key customer success metrics, including engagement levels, product adoption, NPS, and renewal rates. * Provide regular updates on account health to internal stakeholders. ### We are looking for you if you have: * Fluency in English and Spanish * 1-3 years of experience in a customer success or client-facing role, ideally in SaaS. * Strong interpersonal and communication skills (both written and verbal). * Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Zendesk, Gainsight). * Automotive industry experience is a plus * Customer-centric mindset with a passion for helping clients achieve their goals. * High emotional intelligence (EQ) and empathy, with the ability to build strong relationships. * Strong time management and organizational skills. * Problem-solving mindset with a focus on delivering customer value. * Ability to thrive in a dynamic, fast-paced startup environment. * Self-directed, motivated, and continuously learning. ### Why Shopmonkey? ### Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees). Other benefits vary upon location outside of the United States, and employment status: ### 💪🏼 Health & Wellness * Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date * Short term and long term disability * Employee assistance program * Reimbursement for a personal health and wellness membership * Generous parental leave * 401(k) available upon hire ### ✈️ Time Off * 11 paid holidays * Flexible time off – take the time off you need! ### 🥰 Giving Back * Matching donations for approved charitable organizations * Group volunteer efforts ### Check out our [founder’s story](https://www.youtube.com/watch?v=bersjshXlzc&t=3s), [life page](https://www.linkedin.com/company/shopmonkey/life), or [hear from real employees](https://youtube.com/playlist?list=PLazaWgaFFCUBYZvKjH_c4isFhoqOpegSC) about what it’s like to work at Shopmonkey. ### Join our team of [hungry, humble, smart people](https://www.youtube.com/watch?v=psBQ1RnCM1M&list=PLazaWgaFFCUBYZvKjH_c4isFhoqOpegSC&index=2&t) who love what they do, and change the auto industry by helping every shop thrive. ### About the Industry ### The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience. ### About Shopmonkey ### Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform. ### Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B. ### In 2021 Shopmonkey [raised](https://www.crunchbase.com/organization/shopmonkey-io) a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth. In 2022, Shopmonkey [was named](https://www.forbes.com/lists/americas-best-startup-employers) #4 on Forbes’ annual ranking of America’s Best Startup Employers list (and #1 in Business Products & Software Services). Shopmonkey was once again named as one of America’s Best Startup Employers by Forbes in [2023,](https://r.statista.com/en/employers/best-startup-employers-usa-2023/ranking/)[2024](https://www.forbes.com/lists/americas-best-startup-employers/?sh=40a2c1a92ad7), and [2026](https://www.forbes.com/lists/americas-best-startup-employers/)! ### Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission. ### Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at [hiring@shopmonkey.io](mailto:hiring@shopmonkey.io). Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for: * Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications. * Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer. * While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s [Careers](https://www.shopmonkey.io/careers) page, or our official [LinkedIn Company Page](https://www.linkedin.com/company/shopmonkey) The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from [recruiting scams](https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms) and [financial fraud](https://consumer.ftc.gov/articles/how-avoid-scam). If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators. Show more [Apply now >](https://jobicy.com/jobs/157229-customer-success-manager-smb-mexico.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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