We're looking for a Customer Success Lead to own the relationship with our flagship law firm customer and build the customer success function at Tramcase. This is a high-autonomy, high-impact role where you'll work on-site in Mexico City navigating a complex enterprise environment with multiple stakeholders and varying levels of buy-in.

You'll lead onboarding, enablement, and ongoing relationship management, translating technical capabilities into business value, building consensus across organizational layers, and turning skeptics into champions. You'll work closely with Tramcase's C-suite and top-level leadership at the customer while collaborating cross-functionally with product, engineering, and operations teams on both sides.

As we grow, you'll systematize what works, build the playbook, and scale the function. You'll be expected to manage a small team within 6-12 months.

Location: On-site in Mexico City with regular travel to Cancún (client site). This role will transition to hybrid as the customer relationship matures.

Customer Enablement & Training: Lead implementation and enablement of LawOS, building training programs tailored to different personas including frontline call center agents, case managers, and executives. Ensure smooth adoption with minimal disruption to operations.

Enterprise Relationship Management: Serve as the primary point of contact and trusted advisor across all levels of a large, multi-layered organization. Build relationships from daily operators to C-suite. Drive adoption across stakeholders with varying levels of buy-in, manage expectations proactively, and maintain high satisfaction through complex change management.

Technical Translation: Act as the bridge between technical teams and operational users. Understand the product and integrations deeply enough to troubleshoot common issues, communicate customer requirements clearly to engineering and product, and translate technical concepts for non-technical audiences. You won't write code, but you need to speak both languages fluently.

Support Coordination: Triage issues, coordinate with engineering for resolution, document bugs clearly, and ensure timely communication. Know when to escalate and advocate effectively for customer needs internally.

Product Optimization: Analyze usage patterns, identify workflow improvements, and help customers extract maximum value from LawOS. Configure integrations and system settings to match their processes.

Feedback & Prioritization: Gather qualitative and quantitative feedback on product functionality and pain points. Synthesize insights for product and engineering teams and help prioritize based on customer impact.

Building the Function: Document playbooks, develop scalable training materials, create self-service resources, and establish success metrics. As we onboard additional law firms, hire and mentor additional team members.

Experience: 5-7+ years in customer success, technical account management, or implementation at a B2B SaaS company. You've managed complex enterprise accounts with multi-layered stakeholder environments and competing internal priorities. Experience building or scaling a CS function at an early-stage startup is strongly preferred. Prior people management experience required.

Enterprise Relationship Skills: You know how to navigate organizational complexity, align competing priorities, and build relationships across teams with different perspectives and goals. You're comfortable with ambiguity and can operate independently in high-stakes situations.

Communication: Fluent in both English and Spanish (required). You can present to executives, train frontline agents, write clear documentation, and facilitate cross-functional discussions, adjusting your communication style for technical and non-technical audiences alike.

Technical Fluency: You don't need to code, but you understand how software products work. Experience with no-code tools (N8N, Zapier), CRM systems, and documentation platforms is highly valuable. You can grasp integrations at a conceptual level and communicate technical details accurately.

Ownership Mentality: You take accountability for outcomes, not just activities. You're self-directed, comfortable making judgment calls, and don't need hand-holding to make progress.

Mission Alignment: We help immigrants navigate some of the most important moments of their lives as they pursue citizenship, safety, and belonging. You want work that matters.