Technical Customer Success Manager

Sobre el puesto

Technical Partner Success Manager

Extenteam | Full-Time | Mexico City (Preferred) | Partner Success

Reporting to: Head of Revenue

Location: Mexico City preferred. Must hold a valid U.S. visa and have prior experience living and working in the United States.

Compensation: $4,000 - $5,000 USD/month + performance bonus tied to expansion MRR

About Us

We're Extenteam, a dynamic company revolutionizing the short-term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.

As a scaling-stage startup, we are targeting $2M MRR by the end of 2026 and every role we hire is directly tied to that number. Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.

We generate revenue through two primary streams:

Managed Services - Shared Services: A fully managed operations layer that handles day-to-day guest communication and operational tasks on behalf of property management companies, powered by our agent team and Tailwind platform.

Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees and giving operators a reliable, scalable workforce.

We are building a new team with an ownership mindset that values execution and takes pride in doing excellent work with urgency. If you understand that every customer conversation is a revenue opportunity, know how to uncover pain before a customer can articulate it, and believe that retention is just the floor - we want to speak with you.

The Opportunity

Extenteam is seeking a Technical Partner Success Manager to own the post-sale relationship with our existing customer base and directly drive MRR expansion. This is not a passive account management role. You are one of the most important levers we have for revenue growth.

Your primary mandate is to run structured calls with existing customers to deeply understand each customer's business challenges, identify where we are underdelivering, and surface every credible expansion opportunity. You translate those conversations into closed revenue.

You will work at the intersection of customer relationships, product knowledge, and commercial execution. You'll partner closely with Sales, Product, and our Shared Services team to close gaps, expand accounts, and make sure customers stay and grow.

This role is based in Mexico City with the flexibility to travel to the U.S. for customer meetings, team offsites, and industry events as needed. You operate with high autonomy, communicate proactively, and manage a portfolio of accounts across time zones without needing to be told what to prioritize.

What You'll Own

Customer Discovery & Expansion Calls

• Run structured calls with existing Shared Services and Dedicated Team Member Services customers - to understand their business, challenges, and growth trajectory.

• In every call, identify: (1) unmet needs and operational pain points, (2) service gaps where Extenteam is underdelivering, and (3) expansion opportunities across our product and services portfolio.

• Translate call insights into concrete expansion proposals: additional services, upgraded tiers, new use cases.

Account Health & Retention

• Maintain a real-time view of your portfolio's health: product usage, response time metrics, and ticket trends.

• Run monthly business reviews with key accounts to demonstrate value, share performance data, and reinforce the ROI of the Extenteam relationship.

• Identify at-risk accounts early and execute recovery plans before churn becomes likely. Every renewal should be a non-event.

• Partner with the Shared Services team to ensure operational delivery matches what was sold and flag gaps the moment they appear.

• Maintain deep fluency in how Tailwind works: API connections, webhook triggers, automation logic, and channel integrations.

Voice of the Customer & Product Feedback

• Document what you hear in the field systematically and feed structured insights to Product - not anecdotes, but patterns with context and frequency.

• Identify customer champions and power users. Build the relationships that create stickiness and generate referrals.

• Contribute to the customer knowledge base, onboarding documentation, and help resources.

Who You Are

Required

• 3+ years in a Customer Success, Technical Account Management, or Expansion-focused CS role at a SaaS or tech-enabled services company.

• Demonstrated track record of driving net revenue retention above 100%. You expand accounts, not just retain them.

• Must hold a valid U.S. visa and have prior experience living and working in the United States. Deep familiarity with U.S. customer success culture and expectations is essential.

• Fluent in English with excellent verbal and written communication. Bilingual English/Spanish is a strong plus.

• Comfortable in technical environments: you can read API documentation, understand webhook flows, and troubleshoot integration issues without needing an engineer on the call.

• Strong commercial instincts: you recognize an expansion signal mid-conversation and know how to move it forward without being pushy.

• Excellent structured communication. You can run a tight discovery call, write a crisp follow-up, and keep multiple stakeholders aligned asynchronously.

• Experience using CRM and CS platforms (HubSpot, Gainsight, Intercom, or similar).

• Based in Mexico City.

Preferred

• Background in proptech, hospitality tech, or operations-heavy SaaS.

• Experience at a company transitioning from services to software.

• Exposure to AI-augmented workflows, automation tools, or guest communication products.

• Experience running multi-stakeholder account calls and managing follow-through across internal teams.

Key Attributes

Revenue-Oriented: You…