Customer Success Lead

Description

**Job Objective:** The **Customer Success Lead** will serve as the **strategic bridge between Vittae and our most important clients.** You will be responsible for ensuring the **successful adoption** of our health platform, driving account growth, and coordinating complex enterprise-level implementations — guaranteeing that each organization achieves maximum value from its health benefits. **Responsibilities:** **Strategic Account Management** * Lead the Customer Success team and own the entire account portfolio. * Build strong relationships with stakeholders across HR, Wellness, Finance, and the C-suite. * Conduct periodic business reviews and monitor account health metrics. * Anticipate churn risks and design preventive action plans. **Upselling and Account Expansion** * Identify expansion opportunities within existing accounts. * Present new health services and modules aligned with client objectives. * Collaborate with the sales team on upsell and cross-sell strategies. * Contribute to achieving retention and revenue growth targets. **Project Management** * Plan and coordinate Vittae implementation across enterprise accounts with multiple stakeholders. * Manage timelines, deliverables, and internal/external resources. * Document processes, create adoption materials, and ensure knowledge transfer. * Escalate and resolve operational blockers jointly with Product, Technology, and Medical teams. **Enterprise Implementation** * Lead end-to-end onboarding for corporate clients, from kickoff to go-live. * Design customized activation plans to maximize utilization of health services. * Ensure compliance with SLAs and contractual agreements. * Measure and report impact on employee wellness and health per account. **Requirements:** * **5+ years** in Customer Success, Account Management, or B2B Consulting roles. * Experience managing **corporate or enterprise accounts with complex cycles.** * Proven track record in **upselling and expanding existing accounts.** * Proficiency in **project management methodologies** (Agile, PMP or equivalent). * Experience **leading implementations** involving multiple departments. * Familiarity with **customer success metrics for decision-making.** * **Ability to lead small teams.** * Excellent communication skills with executives and operational teams. * Knowledge of **CRM tools** (Salesforce, HubSpot) or CS platforms (Gainsight). * Experience in **growth-stage startups.** * **Growth mindset (must)** **Desirable:** * Experience in health tech, health benefits, or corporate wellness. * Intermediate-to-advanced English. **Benefits** **Schedule:** Monday to Friday, 9:00 am to 6:00 pm **Work Mode:** Full-time, Hybrid in Mexico City, Payroll **Salary:** MXN $50,000 to $60,000 gross per month **Access to Vittae health services** **Savings Fund** **Year-end Bonus (Aguinaldo)** **20 Days of Vacation** **Flexible Hybrid Work Model** **Real Impact on People’s Health** **Learning Budget** **Accelerated Professional Growth** **Location:** Hybrid in Mexico City Salary: $50,000.00 – $60,000.00 per month Benefits: * Professional development support * Salary increases * Savings account Workplace: Hybrid remote in Mexico City, CDMX