Remote Mexico-Based Customer Success Manager - Cinema Industry Expert

🏢 ABOUT THE COMPANY

AMC Entertainment is a leading movie theater chain in Mexico, with over 100 locations across the country. Founded in 1920, our mission is to provide an exceptional entertainment experience to our guests, with a focus on comfort, convenience, and quality. As one of the largest employers in the cinema industry, we're committed to fostering a diverse, inclusive, and supportive work environment that empowers our employees to grow and thrive. With a legacy of innovation, we continue to push the boundaries of cinematic experiences, from advanced 3D and IMAX formats to exclusive premium services. Our company culture values creativity, teamwork, and customer obsession, making us a great place to work for movie enthusiasts and industry professionals alike.

🎯 ROLE OVERVIEW

As our Remote Mexico-Based Customer Success Manager, you'll be responsible for ensuring our cinema customers have an outstanding experience, from pre-show to post-show. Reporting directly to the Director of Customer Success, you'll be the primary point of contact for our most valued customers, providing personalized support, resolving issues, and driving retention. Your success will directly impact our revenue growth, customer satisfaction, and reputation in the industry. Your work will involve regular communication with our customers, sales teams, and technical support specialists to resolve any issues that may arise. You'll also be tasked with developing and implementing strategies to improve customer satisfaction, loyalty, and retention.

📋 KEY RESPONSIBILITIES

• Develop and execute customer success plans to ensure customer satisfaction and retention.

• Build and maintain strong relationships with our cinema customers, understanding their needs, and providing tailored solutions.

• Respond to customer inquiries, resolve issues, and provide exceptional support via phone, email, and in-person meetings.

• Collaborate with sales teams to identify new business opportunities and cross-sell/up-sell our premium services.

• Work closely with technical support specialists to resolve technical issues and improve our overall service quality.

• Analyze customer feedback, identify trends, and make data-driven recommendations to improve our services and processes.

• Conduct regular customer surveys to measure satisfaction and loyalty.

• Stay up-to-date with industry trends, competitor offerings, and best practices to ensure our customers receive the best possible experience.

• Contribute to the development of our customer success strategies, processes, and procedures.

• Participate in the onboarding process for new customers, ensuring a smooth transition and excellent first experience.

• Provide training and support to internal teams on customer success best practices and our cinema operations.

• Develop and track key performance indicators (KPIs) to measure customer success and satisfaction.

✅ REQUIRED QUALIFICATIONS

• 3+ years of experience in customer success, account management, or a related field in the entertainment industry.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

• Proven track record of delivering exceptional customer satisfaction and retention results.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to work in a fast-paced environment with multiple priorities and deadlines.

• Experience with customer relationship management (CRM) software and data analysis tools.

• Knowledge of the cinema industry and its key players.

• Fluency in Spanish and English, both written and verbal.

• Availability to work outside of regular business hours, including evenings and weekends.

⭐ PREFERRED QUALIFICATIONS

• Master's degree in Business Administration, Marketing, or a related field.

• Experience with customer success software and platforms.

• Knowledge of the Mexican market and cinema industry trends.

• Certification in customer success or a related field.

• Familiarity with data analysis and visualization tools.

💰 WHAT WE OFFER

As a valued member of our team, you can expect a competitive salary range of 50,000 - 80,000 MXN per month, depending on experience. We also offer a comprehensive benefits package, including health insurance, a retirement plan, and a generous vacation policy. Our learning and development budget allows for ongoing training and professional growth, ensuring you stay up-to-date with industry trends and best practices. As a remote worker, you'll enjoy flexibility and autonomy in your work arrangements, with regular check-ins and collaboration with our team. We believe in creating a work-life balance that allows you to thrive both in and out of the office.

👥 ABOUT THE TEAM

Our customer success team is a dynamic and supportive group of professionals who share a passion for delivering exceptional customer experiences. We're a collaborative team that values open communication, mutual respect, and a growth mindset. With a mix of industry veterans and newcomers, we're constantly learning from each other and pushing the boundaries of what's possible. Recent wins include achieving a record-high customer satisfaction rating and implementing a new customer success platform that's increased our efficiency by 30%.

📨 HOW TO APPLY

If you're a motivated and results-driven customer success professional with a passion for the cinema industry, please submit your application, including your resume, cover letter, and any relevant certificates or references. We look forward to hearing from you within 2-3 weeks. Don't miss this opportunity to join a dynamic team and make a real impact in the entertainment industry!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, MX
Address	Calle 123, Col. Centro, Ciudad de México, 06000, 11000
Salary	MXN 50,000 – 80,000 / year
Industry	General
Company	AMC Entertainment
Valid Until	2026-09-15

📨 How to Apply

Submit your updated CV and a brief cover letter to AMC Entertainment. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.