Senior Customer Success Manager Job at Skyhigh Security (Mexico City)

Senior Customer Success Manager

Skyhigh Security

Location:
Mexico , Mexico City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Senior Customer Success Manager with a deep passion for creating a world-class customer experience, you directly support and guide our largest customers throughout their product adoption and onboarding journey. You are a trusted advisor, assisting customers in maximizing the value of our cybersecurity solutions, ensuring they can achieve their security goals. Working across our teams in Sales, Customer Value, Support, and Product, your role is pivotal in ensuring a seamless onboarding experience, while proactively managing the ongoing success of customers throughout their lifecycle to drive strong customer satisfaction, retention, and growth.

Job Responsibility:

Own the end-to-end project management of the onboarding process, ensuring a smooth transition from sales to active usage
Ensure continued alignment between the customer teams and the implementation process to deliver projects in line with the projects required timelines
Effectively collaborate with stakeholders, present project updates, and document key activities
Identify project risks and blockers and manage the activities required to remediate
Deliver compelling reports, lead meetings, and communicate insights to both technical and non-technical audiences
Serve as the primary point of contact for assigned accounts, building strong, trusted, long-term relationships
Actively manage product adoption and proactively address any challenges to help the customer get value from our products and enable Skyhigh’s growth with the customer
Conduct regular business reviews to track progress, review adoption and utilisation status, and identify expansion opportunities across all dimensions of the account
Act as a cybersecurity advisor, helping customers optimize their security posture with our solutions
Coordinate training and enablement sessions and provide best practices to accelerate product adoption
Work closely with renewal teams to ensure contract extensions and expansions
Gather and analyze customer feedback to help shape product enhancements and service improvements
Act as the voice of the customer internally, ensuring their needs are represented in product roadmaps
Create and maintain customer success resources, including best practice guides, training materials, and FAQs

Requirements:

8+ years of direct customer experience managing coverage of Enterprise level customer or high-ARR accounts, with at least 5+ years of experience with Enterprise level accounts
8+ years of previous work experience in a Customer Success or Technical Account Management role within the IT/cybersecurity sector
A working knowledge of networks, cybersecurity products and solutions
Exceptional relationship management skills with the ability to engage both technical and business stakeholders
Strong project management skills, with experience managing customer onboarding, training, and implementation projects
Strong problem-solving skills with a proactive, customer-first mindset
Ability to manage multiple accounts while prioritizing key customer needs
Exceptional attention to detail, ensuring accuracy in project planning, execution, and reporting
Extensive capability to understand customers' distinct use cases and how they align to the project goals
Influencing skills to drive alignment, manage expectations, and gain buy-in from cross-functional teams and stakeholders
Strong verbal and written communication skills along with excellent presentation skills
Experience working with CRM tools (Salesforce, ChurnZero, etc.) or other Customer Success platforms

Nice to have:

Experience working specifically with solutions such as SWG, CASB, Zero Trust, Endpoint Security, or similar
Cybersecurity certifications (CISSP, CISM, or equivalent) are a plus
PMP project management certification

What we offer:

Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement

Additional Information:

Job Posted:
December 31, 2025

Work Type:

Hybrid work

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