We started in Italy, where we became the reference tool for construction SMEs. Mexico is our newest market, and the playbook for customer success here is being written right now - you'd be one of the first to write it.

The role

We're looking for a Customer Success specialist to join us in Mexico City. This is not support - it's a commercial, post-sale role. You'll make sure every new customer actually adopts Pillar, sees value fast, and sticks around, while helping define how onboarding should work locally.

What you'll do

• Onboarding: walk new customers through setup, configuration, and their first value milestones - including Mexico-specific invoicing/fiscal requirements.

• Activation: make sure customers are actually using the product and seeing results in the first weeks.

• Relationship management: build trust, monitor health, and flag churn risk early.

• Growing accounts: spot upsell/cross-sell opportunities and support renewals.

• Feeding the playbook: friction points, feature gaps, and localization issues from the field.

You might be a good fit if

Before you read on: if you don't tick every box but recognise yourself in the work, apply anyway.

• You speak Spanish (Mexico) at native level and can work in English with the rest of the team.

• You're proactive and relationship-driven, but still results-oriented - retention and expansion, not just satisfaction.

• You're comfortable being one of the first CS hires in a brand-new market, not executing a mature playbook.

• You have an ownership mindset: you spot problems and bring solutions, not tickets.

• 2–4 years in Customer Success, Account Management, or a similar client-facing role. SaaS experience is a plus; familiarity with Mexican invoicing (CFDI) is a bonus.

• Based in Mexico City - this is a full-time, on-site role.

What we offer

• €26,000 OTE (€20,000 base + €6,000 variable tied to retention & expansion) - suggested, please validate against local rates. Freelance/contractor engagement.

• Direct exposure to the leadership team and real ownership over how CS works in Mexico.

• Ground-floor ownership of a brand-new market.

How we work

• A small, fast team where the distance between an idea and shipping it is short.

• Genuine autonomy and visibility - nobody here waits to be told what to do.