About cubbo
we are cubbo, a venture-backed ecommerce fulfillment company on a mission to revolutionize the e-commerce landscape in latin america. Operating in mexico and brazil—the largest ecommerce markets in the region—we empower retailers to provide best-in-class fulfillment experiences. We deliver faster than amazon and mercadolibre and offer cutting-edge tech solutions like eta tracking, inventory safety stock, and more. Located in mexico city, our headquarters are the epicenter of innovation in ecommerce logistics.
our vision
we're not just here to compete; we're here to dominate and redefine the future of e-commerce in latin america. At cubbo, we aim to empower retailers to provide the best direct-to-consumer (dtc) fulfillment experience. We believe that when retailers can offer unmatched fulfillment, dtc will become the dominant force in ecommerce. If you're a aaa player, cubbo offers you an unparalleled platform to be a part of this industry-defining transformation.
job location
* mexico city (headquarters)
* hybrid work model: 3 days on-site, 2 days remote
the role
as the customer success manager (csm) at cubbo, you will be responsible for leading and mentoring a team of 3 key account managers (kams). Your primary objective is to ensure exceptional customer retention, foster long-term partnerships, and drive growth through upselling and contract renewals. Acting as the voice of the customer, you will ensure that cubbo’s objectives are fully aligned with our clients’ business goals. This role requires a strategic thinker and hands-on leader who can solve complex problems, maximize the use of cubbo’s technology, and deliver a superior customer experience.
key responsibilities
* lead and mentor a team of 3 kams, setting clear performance goals and ensuring alignment with cubbo’s mission.
* foster a high-performance culture focused on customer success and continuous improvement.
* build strong relationships with key clients to maximize retention.
* identify upselling opportunities to expand partnerships and increase revenue.
* serve as the main advocate for customers, understanding their needs, challenges, and business objectives.
* collaborate cross-functionally with operations and tech teams to deliver tailored solutions and enhance the customer experience.
* proactively manage contract renewals to secure long-term commitments.
* lead customer negotiations to maintain profitability while ensuring customer satisfaction.
* educate customers on leveraging cubbo’s technology for improved inventory management, automation, and logistics efficiency.
* analyze customer data to drive strategic decisions, identify improvement areas, and build business cases for upsells and new solutions.
* ensure prompt resolution of urgent issues, coordinating with internal teams to maintain high customer satisfaction.
* develop processes to enhance the customer experience continuously.
skills & qualifications
* customer-first mindset: deep passion for customer success, with a focus on exceeding expectations.
* leadership & team management: proven experience leading teams and driving performance.
* strategic problem solver: ability to identify and implement innovative solutions in fast-paced environments.
* tech-savvy: strong understanding of ecommerce technology and fulfillment operations.
* data-driven decision making: proficiency in using data to uncover insights and drive strategy.
* excellent communication: strong verbal and written communication skills for effective customer and internal engagement.
* contract negotiation expertise: experience managing and negotiating customer contracts.
* ecommerce enthusiasm: passion for ecommerce, logistics, and operational excellence.
* adaptability & urgency management: ability to prioritize competing tasks and respond quickly when needed.
our values
* customer first: at cubbo, the customer is our north star.
* trust: you place trust in your fellow cubbeños, recognizing that internal teamwork is essential for our collective success.
* empowerment: at cubbo, waiting for instructions is not an option.
* growth mindset: you're the person who's always asking questions, hungry to improve and evolve.
* speed: ideas alone don't win markets; swift and effective execution does.
* candor: transparency and constructive feedback are the bedrocks of our culture at cubbo.
why join cubbo?
be part of a revolution
join us in setting groundbreaking industry standards and changing the face of ecommerce in latin america.
work with the best
accelerate your career growth exponentially at cubbo.
built to last, built to win
we're not just surviving; we're thriving.
are you ready to win?
seniority level
mid-senior level
employment type
full-time
industries
transportation, logistics, supply chain and storage
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