Jobs in Mexico City, Mexico

About the role

The Customer Success Manager is responsible for building strong, long-term relationships with customers and ensuring they realize maximum value from Shiji’s hospitality technology solutions. This role drives customer engagement, product adoption, and sustained value by supporting customers throughout the post implementation lifecycle. As the primary advocate for our customers, the Customer Success Manager delivers strategic guidance, clear communication, and a deep understanding of each customer’s operational, and business needs to help them achieve measurable outcomes. This role requires balancing product knowledge, business acumen, and interpersonal intelligence to navigate complex customer environments, build trust across diverse stakeholders, and ensure a positive and successful customer journey. Effectiveness in this role is measured by the tangible value delivered to clients and the strength of partnerships built across the Americas. After the initial ramp-up period, success is demonstrated through consistent delivery of the following outcomes:

What you'll bring

• Minimum three (3) years of professional experience in Customer Success, Account Management, or a client facing role within a SaaS environment.
• Hands-on experience in the hospitality industry, with strong practical knowledge of hotel technology ecosystems such as enterprise Property Management Systems (PMS), Point of Sale (POS), and Global/Distribution CRS platforms, as well as modern cloud-based PMS/POS architectures and their integration frameworks.
• Fluent in Spanish and English, with superior written and verbal communication skills and the ability to clearly articulate technical concepts to non-technical audiences, lead customer discussions, and deliver effective presentations.
• High emotional intelligence, with the ability to navigate interpersonal dynamics, manage stakeholder relationships, and remain calm, objective, and solution-focused in high- pressure or escalation scenarios.
• Strong analytical skills with the ability to interpret system data and usage metrics to generate insights that help customers optimize operations and outcomes.
• Strong organizational and time-management skills, with the ability to prioritize multiple initiatives, manage competing demands and meet deadlines.
• Ability to work effectively both independently and within cross-functional, collaborative teams.
• Ability to guide customer conversations constructively, align stakeholders on solutions, and support decision-making.
• Willingness and ability to travel up to 30% domestically and internationally
• valid passport required.
• Degree in Business Administration, Hospitality Management, or related field