Customer Success Manager, Integrations

At Rapido Solutions Group we are committed to connecting hyper growth businesses with the best global talent, allowing customers to scale efficiently and effectively. Our objective is to create opportunities for people to work at American companies from one of the best cities in Mexico, Guadalajara, Jalisco and León, Guanajuato.  We combine in diversity, joy and passion to create a dynamic community that allow our customer to achieve their objectives in the best way. At Rapido we strive for becoming the best place to work, and that’s why we provide a young and vibrant work environment, wellbeing programs, social and environmental activities, and the chance to develop in one of the most important industries of the USA.  

About the position

As a Customer Success Manager (CSM) specializing in integrations, you will be the key point of contact between our clients and our technical delivery teams. You'll be responsible for ensuring clients realize the full potential of their integration solutions, driving adoption, and fostering long-term partnerships. This role demands a blend of technical acumen, project management skills, and exceptional client relationship management. You will proactively guide clients through the integration lifecycle, from initial workflow documentation to ongoing optimization and expansion, ensuring their success with our managed integration services.

- Full Remote position 

What will you be doing? 

• Client Relationship Management:
  • Serve as the primary point of contact for assigned clients, building strong, trusted relationships.
  • Conduct regular touchpoints to understand client needs, gather feedback, and identify opportunities for growth.
  • Proactively address client concerns and ensure timely resolution of issues, coordinating with internal teams as needed.
  • Support client onboarding and training, ensuring a smooth transition to our integration services and a clear understanding of our service delivery model.
  • Facilitate regular business reviews and present performance metrics, demonstrating the value and ROI of our integration solutions.
  • Drive client retention and renewals, highlighting the ongoing value and benefits of our managed services.
• Integration Workflow and Progress Management:
  • Collaborate closely with clients to document existing workflows, define integration requirements, and translate these into actionable plans for our delivery teams.
  • Track integration project progress, providing regular updates to clients and internal teams, and proactively managing expectations.
  • Identify and mitigate potential roadblocks, working with developers to unblock progress and ensure timely delivery of integration solutions.
  • Ensure clear and consistent communication between clients and technical teams, translating technical concepts into understandable terms and managing client expectations regarding the integration process.
  • Monitor integration performance and identify areas for optimization, proactively recommending solutions to improve efficiency and client outcomes.
  • Coordinate testing and validation of integrations with clients, ensuring they meet client specifications and business requirements.
• Opportunity Identification and Expansion:
  • Proactively identify opportunities for clients to expand their integration footprint and adopt new features or services.
  • Work with sales and product teams to develop and present proposals for new integrations, services, and solutions that address client needs and drive revenue growth.
  • Stay up-to-date on industry trends and emerging technologies, providing clients with insights and recommendations to help them achieve their business objectives.
  • Analyze client data to identify patterns and trends, providing actionable insights to drive adoption, expansion, and overall client success.
• Technical Collaboration:
  • Work closely with engineering teams to ensure client requirements are accurately understood and met, advocating for client needs throughout the integration lifecycle.
  • Help to translate client needs into actionable development tasks, providing clear and concise requirements and feedback to the technical team.
  • Support testing and validation of integrations, using tools such as Postman when required, and facilitating communication between clients and technical teams during the testing phase.
  • Be able to understand API documentation, and explain it to clients.

How You’ll Do It:

• Own It: Take ownership of client success, driving adoption, expansion, and long-term partnerships.
• Relationships First: Build strong, authentic relationships with clients and internal teams, fostering collaboration and trust.
• Excellence Always: Strive for excellence in all aspects of your work, exceeding client expectations and delivering exceptional service.
• Think Big: Identify opportunities for growth and innovation, driving client success and contributing to the overall success of our managed integration services.
• Learn & Teach: Continuously learn and share knowledge, empowering clients and internal teams to maximize the value of our integration solutions.

What We Need:

• 3+ years experience in a customer success or account management role, preferably in a technical or SaaS environment, with a focus on service delivery.
• Excellent communication and interpersonal skills, with a proven ability to build rapport with clients at all levels and effectively manage client expectations.
• Strong project management skills, with the ability to track progress, manage multiple priorities, and ensure timely delivery of integration projects.
• Ability to translate technical concepts into clear and concise language, both verbally and in writing, for diverse audiences.
• Experience documenting workflows, requirements, and project plans, ensuring clear communication and alignment between clients and internal teams.
• Strong problem-solving and analytical skills, with the ability to identify and resolve issues, and proactively address client needs.
• Experience using project management tools such as Jira, Monday, or similar, to effectively manage tasks, track progress, and collaborate with teams.
• Familiarity with API testing tools like Postman is a plus.
• Experience in the Transportation, Logistics, and/or Supply Chain industry is a plus.
• Ability to effectively mediate between technical teams and clients, ensuring alignment and managing expectations.

Why do our employees choose us? 

• Pay & Perks: Competitive pay and law benefits from day 1 + above law benefits package: food vouchers, private medical insurance (major and minor expenses), life insurance and savings fund. 
• Great Environment: Great community spirit; Diversity, Equity, Inclusion, and Belonging Program; Total Societal Impact Programs; continuous training and Team Building. 
• Work-Life Balance: Wellness & Health programs, On-site Psychologist, Nutritionist, and Doctor.
• +Plus: amazing amenities like Ping-Pong table, videogames area, beer on Fridays,Sports teams, and more Monthly activities. 

Aviso de privacidad: (I). Responsable de la protección de sus datos personales. La empresa denominada FIP SOLUTIONS GROUP S. DE R.L. DE C.V. con domicilio en Avenida Naciones Unidas 6780 int 402, Loma Real, Zapopan, Jalisco, será la Responsable y por ende, quien dará tratamiento a sus datos personales. (II). Finalidades del tratamiento de sus datos personales. Se recaba, utiliza, almacena o transfiere sus datos personales, con las finalidades siguientes: proceso de reclutamiento y selección de Rapido Solutions Group a efectos de ajustar su idoneidad para ocupar determinada vacante, para la ejecución de ejercicios, pruebas y actividades de evaluación en general, envío de información de los candidatos a los clientes internos y externos relacionados con el proceso de reclutamiento y selección, resguardo de la información de los candidatos para oportunidades laborales futuras, registro en bases de datos internas para control y análisis de datos del área de reclutamiento y selección, asimismo, una vez que el candidato pasa a ser empleado, para el cumplimiento de obligaciones legales inherentes a la relación existente con Rápido Solutions Group, se resguarda la información con fines estadísticos y de control en las plataformas y software de administración de personal y en cuanto a los expedientes en físicos de empleados, se conservan por el tiempo estipulado por la Ley Federal del Trabajo. Para cualquier asunto relacionado con el aviso de privacidad puede ponerse en contacto al correo electrónico privacy@rapidosolutionsgroup.com.